When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. Whether it be voice, chat or SMS messaging, digital-first mobile customer interactions are growing fast. Insights from FacebookIQ found that 65 percent of millennials and GenXers prefer to message rather than call or email, followed closely by 63 percent of Baby Boomers. And...
The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every industry from healthcare, travel, banking, and more. But the Coronavirus pandemic forever changed our hopes for the future. We understood that most industries were on the road to digitalization, but the crisis led to a tectonic shift in how people live. Social...

Popular posts