Trends Report

Contact Centers Must Go Digital Or Die

Rework Your Contact Center Technology And Staffing Models To Align With Customer Channel Preferences

April 3rd, 2015
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
Art Schoeller, null
Art Schoeller
With contributors:
Stephen Powers , Arelai Ephraim

Summary

Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service. However, firms' technology and staffing plans are not keeping up with consumer demand for digital customer service. This report outlines communication channel customer use and major gaps in contact center technology and operations. It also provides data that will help application development and delivery (AD&D) pros align operations with customer expectations to garner their satisfaction and long-term loyalty.

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