We almost should forget to speak – with a constant increasing set of online tools for text based communication. Tony Crawford indicates that – due to improved technology on voice infrastructure – business people are doing business on the phone more than ever.
The contact centre industry faces ongoing challenges in delivering high quality customer support, finding qualified agents and increasing flexibility of its services.
More than ever companies need to be aware of the fickleness of the customer. That volatility is no longer solely determined by the choice of customers (i.e. whether or not to become a customer), but also by the choice of existing customers to decide to share their dissatisfaction with the rest of the world.
The past fifteen years we have been busy with CRM - with limited success. Most important driver behind CRM was to record and make available all information about the customer. Now a prominent role for social media is emerging, says Ed Peelen. Customer expectations therefore have to be managed more carefully.