Is the Contact Center Obsolete? - Bright Pattern Inc - ContactCenterWorld.com Blog
Right now your team is building a new business model from the ground up, cherry-picking the best ideas and steering clear of any that could be seen as tired or irrelevant.
So when it comes to forming a customer service strategy, it’s worth reevaluating the need for a contact center. After all, the idea of the contact center as we know it was born during a time when the telephone was the only way of reaching a live agent. Now, the majority of customers simply take to the Web when they have a question about a brand.
You may be surprised to learn, though, that the contact center is still one of the most important parts of the enterprise and will continue to be over the next several years. In fact, according to Technavio, the global contact center market will continue growing at a CAGR of over 9 percent between now and 2019, at which time it will be valued at $9.7 billion.
As these statistics show, the contact center is far from obsolete. In fact, it’s playing a bigger role than ever before in helping businesses to provide great customer service. This is largely because, while self-service technologies are increasing in popularity, they have not and will not replace live agents. Self-service is just one part of a robust, multichannel customer service strategy.
What has changed, however, is the way that contact centers procure their network services. In the past, contact centers were primarily in-house, which meant having to procure your own network and software. Now, businesses can access first-class contact center services through the cloud at a far lower price.
Bright Pattern is one company that offers blended multichannel contact center software. For more information about Bright Pattern, click here.
Publish Date: May 12, 2016 5:00 AM
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