Industry Research : ContactBabel Releases U.S. Contact Center Decision-Makers‘ Guide
Today following ContactBabel’s release of The US Contact Center Decision-Makers' Guide (2012 -5th edition), the annual report studying the performance, operations, technology and HR aspects of US contact center operations, Zeacom announced its sponsorship of the New Media and the Customer of the Future, section of the report.
Zeacom Vice President of Marketing, Samuel Williams, noted the importance of multimedia communications within the contact center. "Today’s consumer expects to be able to reach the appropriate service, support or help desk representative immediately, using their preferred media of choice. Zeacom is steadfast in its commitment to not only address this need, but to also empower enterprises with the resources to exceed customer expectation. We are honored to have worked with such a reputable, globally recognized firm in providing the market with this unique, mission-critical information."
According to the report, the most widely-used forms of non-voice customer contact (apart from letters and fax) are email and self-service, followed by SMS, text chat and web collaboration. Some of the key features that customers look for in a channel include: The perceived effectiveness of the channel; Channel availability; Low cost of use; Painlessness; and Ease of use.
In addition, this material provides an in-depth analysis of the evolution and inherent complexity of the contact center and its integral nature to the enterprises’ overall customer strategy.
Steve Morrell, author of the report, commented: "The Multimedia section of the report, sponsored by Zeacom, revealed some of the most interesting trends currently happening within the contact center industry. In the past five years, email has jumped by 67% and web chat by 50%, with traditional forms of communication such as letters, fax and even telephony in relative decline.
"Respondents to the survey indicate that web chat, email and direct social media channels are very much at the forefront of their customer contact strategy, and the report shows their strong intentions to invest in multimedia solutions in the near future."
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, March 12, 2012