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Trends Impacting the Contact Center
Contact any time: Transition from First Contact Resolution (FCR) to Zero Contact Resolution (ZCR) to Proactive Contact. (Social Media)
Voice of the Customer: Call centers are proactively capturing customer service feedback to adapt to changing customer preferences and expectations. Voice
of the Customer program (Customer Engagement)
OmniChannel: Face to Face experience as good as and consistent across any channel the customer decides to use at any time. (Mobile and Video)
Big Data Analytics: Decode information real time and provide the most useful information to the agent.
IOT: The network of physical objects that contains embedded technology to communicate or sense or interact with the objects’ internal state or the external
environment.
Smart Phone Revolution: The Growing Need to Link Corporate Processes to Smart Mobile Devices. (Mobile Customer Care)
