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How Mobile Technology Transforms Contact Centres?
The opportunities that mobile technology presents streamline contact centre operations to reduce costs and serve customers better.
FREMONT, CA: The emergence of mobile as a prevalent communication device translates into a revolution in contact centre management. As of 2018, 90 per cent of Europe’s youth own smartphones. This means mobile will continue to grow as a critical channel for communicating with and providing services to customers. Today, customers do everything on their mobile devices, and they expect to be able to get customer service through it too. Given that, contact centres need to stay on top of evolving mobile technology in order to keep their service top-notch. Know more here about how mobile technology has changed Europe’s contact centre management.
Mobile allows fast and convenient customer service through a variety of ways. Email, web chat, social media, voice calls, text messages, and mobile apps are a few ways that customers can reach out to a business and that a business can, in turn, provide service. Keeping up with these emerging avenues for customer service will be necessary for contact centre business to stay relevant. Resolving issues and providing customer support through all the above channels will prove that contact centres are up to speed on the latest technology.
Mobile has also spurred the use of video chat as a new form of customer service. With easy access to the video that a smartphone provides, video chat has evolved in the ranks as a popular customer service option. Face-to-face interaction supported by video chat gives a more intimate experience for customers, leading to a more meaningful relationship with the brand. Contact centres across Europe are providing customers with one-click access to help via video chat.
The emergence of mobile technology as a leading player in customer service and the evolving communication channels means that contact centres have a lot to stay competitive. Several contact centre solutions are available to help firms better manage their growing customer service channels. Brands need to embrace mobile technology and all-new relevant communication channels to thrive in the market.