Many articles I have read and presentations I have been to recently are claiming that, for a business to survive they have to offer more than just the voice channel for interactions with their customers. This is usually justified by statistics illustrating how social media usage has taken off across all age groups, and the infamous Generation Y only want to use non-verbal communication channels. Anyone with teenage children can relate to this!
How much of the data presented can be actually attributable to the end customer? In other words, how many consumers are surveyed to find out how they would like to deal with the companies they are customers of?
The implication that every contact centre has to offer their customers the ability to interact with them via phone, and email, and web chat, and SMS, and social media, and a custom-built smart phone app is simply not correct. [Read more…]