PRESS RELEASE: Millennials’ buying power and shopping habits will shape the future of the call center and customer service industry in 2016. That’s just one of the factors influencing the strategies behind contact center operations. Read our first three trends, and follow the link below for the complete list and infographic.
1. Millennials Will Shape the Future of Contact Centers
Born between 1980 and 2000, millennials are the “social generation,” raised in a high-tech, networked and mobile world. And they now wield $2.45 trillion in global spending power. With that clout, companies will invest in the necessary resources–multichannel software platforms and omnichannel retail strategies–to meet millennials’ demand for immediate information (self-service, web chat) and a quick response from “real people” via phone, email and social media.
2. Resources Shift to Social Media
With consumers spending more of their time connected to social networks, companies will devote more resources to social media CRM strategies and tools. The Harvard Business Review reports that people using Twitter for customer service grew 70% from 2013 to 2014, and 30% of social media users prefer service through those channels rather than by telephone. The trend has cracked the older demographic as well: 17% of consumers over 55 now say they prefer social media instead of the phone for service.
3. Cloud is the New Normal
More and more organizations have come to trust the reliability and security of the cloud, and count on it to support customer service efforts. They see the value in avoiding big on-site hardware and software purchases, and instead are subscribing to “as-a-service” providers of cloud contact center solutions. According to Call Center IQ, 52% of surveyed organizations have invested in cloud contact centers, and 76% will have adopted them by the end of 2016.
Read more at: