×

blog

The Phone is Dead: Long Live the Customer Interaction Center of the Future

Stay Connected

Blog updates via Email

Consumers expect an integrated experience across every available communication channel, and multichannel service is becoming increasingly important to companies. TTEC CMO, Mark Grindeland, explains how the contact center is evolving to become the multichannel epicenter. 

  
“Multichannel is becoming increasingly more import to companies, and the primary reason is that consumers are interacting in a fundamentally different way now that we have new communication channels. They are adopting mobile devices to communicate with—whether it’s through a video call, through a text message, and even through Skype on their phone. So, if a company isn’t thinking about how to integrate all its communication channels and how to give customers their choice of communication channel, then they are going to miss out.

The other thing is the data. If you look at the analyst data, customer call volumes are starting to go down. But that doesn’t mean that customer interaction is going down. They are actually increasing dramatically. Customer interaction is increasing through the web, and it is increasing through social media. So, a company now has huge challenges.

Today, companies have to think about coordinating all of these communication channels in a way that makes customer interaction easy for both the consumer and the company. Multichannel communications strategies and processes need to make it easy for the consumer to interact across all. But, they also need to make it easy for the company to collect data, so we can understand what the customer is doing across all channels. Most importantly, companies need to think about how they can use these channels to start creating better and better experiences for the consumer.”

SPOTLIGHT

NEWS & EVENTS
TeleTech Announces Second Quarter 2017 Financial Results
TeleTech Welcomes Jeff Marcoux as Vice President, Product Marketing

Customer Experience Solutions and Marketing Innovation Expert Bolsters Customer Experience and Service Design Acumen
Read press release

CONTACT US

9197 South Peoria Street
Englewood, CO, U.S.A
80112-5833

Phone for general inquiries

US: +1.800.835.3832
INT: +1.303.397.8100

Phone for services information

US: +1.877.206.8119
INT: +1.480.389.1436

 
TTEC Schedules Fourth Quarter and Full Year 2017 Earnings Release and Webcast of Investor Conference Call
Customer Experience Pioneer and Leader TTEC Launches New Look to Complement New Name
latest news
latest news