The “evolve or die” concept can easily be applied to the contact center environment, especially when it comes to adapting new technologies and implementing multichannel contact solutions. According to the results of the 2013/2014 Global Contact Center Benchmarking Report prepared by global information and communications technology (ICT) services and solutions provider Dimension Data, for members of “Generation Y” (people born between 1977 and 1994) electronic messaging and smartphone applications are more important than the phone. And “Generation X” (people born between 1966 and 1976) is fast adopting new technologies as part of everyday life. The rules of engagement have definitely changed begging the question: How will contact centers respond?
A Universe of Solutions
Voice, email, click-to-chat, efax, SMS, web and social media must be integrated to create a dynamic response platform. “The pace of technology adoption by end users is driving contact centers to evolve and gather speed, which means the complexity of transactions has increased. Organizations haven’t kept pace with technology and are operating outdated systems,” explained Andrew McNair, Dimension Data’s Head of Global Benchmarking.
