IT Systems Fall Short of Contact Center Needs

By Dennis McCafferty  |  Posted 03-04-2015 Email

A significant number of CIOs and other executives believe digitally enabled customer interactions will play a key role within their organizations' contact center operations, but many said their IT systems aren't supporting current needs, according to a recent survey from Dimension Data. The "2015 Global Contact Center Benchmarking Report" revealed that contact centers are lacking when it comes to analytics capabilities and social media accessibility. The latter will prove essential for the future, given that nearly one-quarter of Generation Y users consider social media as their primary means of contacting a company. "Digital contact–in the form of email, Web chat, social media and self-service channels –continues its explosive growth as a popular engagement method," according to the report. "Digital will overtake voice-based contact within two years. Why? Because customers demand it. The new generation of tech-savvy consumers entering the market–mostly Generation Y–use the phone only as a last resort for queries that couldn't be solved in any other way. Customers younger than 40 would much rather use social media and Web chat than any other way of achieving their desired service outcomes." More than 900 global executives and professionals with at least some level of responsibility and oversight over contact centers took part in the research.

Dennis McCafferty is a freelance writer for Baseline Magazine.


Submit a Comment

Loading Comments...
Manage your Newsletters: Login Register