Contact Centers Go Digital

By -
A recent JLL Research report called "Technology, M&A and geopolitical uncertainty poised to disrupt contact center industry" reviews the status of the call center market.

Contact center employment grew to 2.6 million employees across the U.S. (up from 1.6 million employees in 2010), despite the significant growth due to automation. Now there are around 21.6 contact center employees per 1,000 jobs, who earn an average hourly rate of $17.39.

The report also states that there is a massive industry shift toward digital channels that will transform labor, technology and infrastructure. Non-voice channel revenues have nearly doubled since 2011, growing 91%, and are expected to keep on growing fast.

You can download and read the full report here.

Popular posts from this blog

Five Trends in Digital Service in 2018

By -
Image
For the new year, we have summarized five major trends in digital customer service, support and sales, which we believe will characterize the field in the coming year: 1. Instant messaging platforms will flourish Incorporating chat into websites and apps is one of the most prominent trends in the field recently, and this trend is expected to deepen this year with an increased use of instant messaging (IM) software such as WhatsApp and Facebook Messenger for service and sales. Chat is starting to become a standard feature on the website and customers are already expecting to see it, popping up whenever they get stuck and proactively providing them service and support. This is a great channel for users in the era of instant messaging applications, because of the quick response they receive and their ability to do other things simultaneously. According to Econsultancy, a research company, chat is the service channel with the highest level of customer satisfaction, with 73%, almost ...
Read more

SMS as a Service Channel – What Is It Good for?

By -
Recently, more and more of our customers have been asking us to open customer service or sales channels via SMS. Despite the strong presence of WhatsApp, you'll be amazed at how SMS is still a popular and useful tool for customers. This is a classic and efficient channel, almost devoid of drawbacks, for customer service, support and sales. The following are the main advantages of SMS for our customers: SMS is an asynchronous (not online) channel that the customer takes with him everywhere and responds when it's convenient for him The channel allows you to transfer calls that are not urgent for the organization It enables agents to deal with multiple concurrent requests (due to the asynchronous nature of the channel) It allows customers and organizations to attach images to the message (MMS) It allows the organization to shift calls from the IVR and provide customers with a right call to action instead of forcing them to wait on the line and put up with irrelevant o...
Read more