Industry Trends - Customer service matters to consumers

More than half of consumers are willing to pay extra for good customer service. They do not want to be put on hold, and do not want to be routed from agent to agent, speaking with different people – and in the worst case, explaining their issue to each of them. Talking to a person is preferred to talking to a machine, and companies that provide this level of service are rewarded with better than average financial results.

As third generation (3G) and other high-speed wireless data networks and smartphones gain ground, it is increasingly straightforward to provide employees outside the contact center with the necessary tools and capabilities to serve customers – be that one or 50 calls per day on a mobile device. This capability makes it possible to provide scalable, controlled, and highly satisfactory services to the demanding customers of the future.