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By Nagi Kasinadhun, GM, Communications, APAC, Dimensions Data India Ltd
The evolution of contact centers in this past decade had been incredibly remarkable, it’s important for the business to understand the latest trends and be updated of trends in technology, the Benchmarking Report provides a vitally important reference point. It helps organizations gain insight into future trends, the ways in which their customers are likely to behave, and the performance levels they need to attain or aspire to.Factors that are driving the Benchmarking Report 1. The clients are using lots of other channels outside of voice to engage with an organization. Customers opt for voice as the last option, if all the other modes like SMS, web chat and Email fails. 2.Mobility is unifying all communications, people are using mobiles because of its easy to communicate provision to all channels. It has become that one device for communication where you have the perks to do anything and everything. 3. Most of the customers are looking for a seamless experience, customers expect the organization to have the records of the history of their previous communication, this way the organization can refer to the customer much better. 4. A thorough analysis is required to bridge the communication issue between the organization and the customer. The analytics are becoming critical because the number of channels and interaction with them are increasing significantly. On the basis of a fore said trends we have some recommendations for the contact center community through the benchmarking report.