Technology is supposed to make our lives easier, isn’t it? All of this connectivity we experience every day, everywhere we go should allow us to get in touch with people and to stay on top of the information we crave. But somehow, with all of the different contact channels that exist, from social to mobile to the regular old telephone, communications have become even more jumbled and more complicated than ever. What this means for contact a center manager is that they need to find ways to transform their centers and provide effortless communication for customers.
What is “effortless communication?” Well, that is exactly the question that Ben Page sought to answer in a recent blog post on contact center transformation specialist West Interactive’s (News - Alert) website. Page wrote about the different channels of communication, which have only increased as tablets and smartphones have become more and more commonplace, supplementing – but not replacing – the ordinary telephone.
Page takes the point of view of a customer for a moment and explains effortless communication by giving some examples. Often, when a potential customer visits a website using a tablet device and needs to ask a question, he or she might pick up the phone. But what are other methods of contact? Some customers might like to get a text message from a company with a “click-to-call” link embedded in it. Or some might wish to post a comment to a company’s Facebook (News - Alert) page in hopes of getting an e-mail response.
His point is that customers are coming to expect seamless integration of voice and non-voice channels. They want to know that companies are plugged into their customers no matter what method of contact they prefer. This is what effortless communication is all about, and West Interactive can help customers transform their contact centers into hubs of effortless communication. For more information on how, click here.
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Edited by Brooke Neuman