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The 21st Century Economy has Forever Changed Work—and Customer Service - LiveOps - ContactCenterWorld.com Blog

The 21st Century Economy has Forever Changed Work—and Customer Service

Connectivity. Flexibility. “Services” jobs over “goods producing” jobs. Supplemental work on your schedule. These are just some of the changes that have come to the working world. We are well into the 21st century economy and it is worlds away from the way work was done even one generation ago.

Working remotely is normal, even expected. So is being connected 24/7 and working a flex job on the side. So much is constantly changing that keeping up is a challenge. And that’s one of the reasons that Mary Meeker’s Internet Trends Report is so valuable. If you aren’t familiar with it, I encourage you to check it out. It is chock full of trend and forward-looking information on technology, work, connectivity, the Internet, emerging markets, worldwide demographics and statistics and much more. There are quite a few trends included in the 2015 report that apply to customer service.

Millennials in the Lead

One of the trends discussed is that millennials are now the largest generation in the workforce. Millennials are already “driving” the new workplace and they are a major contributing factor to the differences we are seeing today and will continue to see in the future. They are tech-savvy and expect flexibility in nearly everything, especially work. Millennials are used to working remotely and during non-standard business hours. And they are helping shift our economy. For example, “services” jobs now make up 86 percent of all work, while “goods producing” jobs are at 14 percent. That’s a huge change from the peak of 44 percent “goods producing” jobs in 1943.

Flexible Work

The types of work being done are different too. There are more freelancers, independent contractors, diversified workers and moonlighters in addition to “regular” workers. People can work on demand, when and where they desire, with things like ride-sharing, reselling, creating custom-made items, knowledge work and more. The Internet has opened so many possibilities for people to make and sell things (eBay, etsy); make connections (ride-sharing); work from home for companies that are headquartered in a distant location; and market their knowledge and soft skills. The sky is the limit.

Connectivity

That’s almost all you need to say and people get it. Smartphones have forever changed life as we know it. With more apps, communication tools, games and productivity tools being introduced daily, people are connected 24/7. Shopping, commenting, chatting, playing, trialing, reserving, watching, listening…the opportunities for what we can do on and with mobile devices are nearly endless. Tying trends together, millennials are now creating the bulk of the tools and the content as well as providing the customer support.

How Can We Help You?

So what does all of this mean for brands and customer support? It’s a lot to digest. The most important things are that brands must keep up with the trends, to stay relevant, and engage with their customers, to keep them happy and learn what they want/need next. Because millennials are both producers and consumers (of content, services, etc.), they are a great resource for how to engage effectively with their peers. Listen and implement.

It’s clear that online customer service is a must-have—through live chat, texting, email, social media and whatever is developed next. Phone is still important but multichannel contact centers, especially those based in the cloud, will be the best way to engage with customers. Flexible, on-demand availability of service and support, on whatever channel the customer prefers, will be expected even more in the coming months and years. Brands must be willing to add communication channels and adapt.

It’s clear from this trends report that our economy is forever changed and that people and brands must change as well—or risk being left behind. Outstanding customer support will still be expected, no matter the channel. Benefits abound in this 21st century economy…be ready to embrace the changes!

Image courtesy of nenetus at FreeDigitalPhotos.net.

Source: http://www.liveops.com/blog/2015/08/the-21st-century-economy-has-forever-changed-work-and-customer-service/

Publish Date: August 5, 2015 5:00 AM


2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 



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