The Big (Global) Picture in the Contact Center Space

Consider this; there are 3.75 billion active Internet users, 2.206 billion active social media users, 3.734 billion unique mobile users, and 1.925 billion active mobile social users currently living in the world.

The ubiquity of digital channels is precisely why contact center leaders are now racing to implement an omni-channel customer care strategy. This all encompassing strategy ideally suits today’s consumers who are always connected to their personal devices. Whether they are scrolling through social media new feeds or checking their emails, consumers have become increasingly reliant on these devices.

In fact, 85 percent of survey respondents said mobile devices are a central part of everyday life, according to Salesforce’s “2014 Mobile Behavior Report.” Furthermore, 89 percent said that mobile devices allow them to stay up to date with loved ones and social events, which explains why mobile devices are used so frequently.

To effectively communicate with consumers who are “always connected” it’s important that businesses create omni-channel customer care strategies that employ multiple channels—such as live chat, SMS, email—to communicate with consumers. As such, contact centers ought to implement integrated marketing solutions to help them facilitate better communication standards amongst their target audiences.

Today’s consumers expect, and deserve, the utmost quality of customer care from the companies they chose to do business with. For this very reason, customer care leaders must provide a myriad of communication channels, 24/7 support, and most importantly personalization. After all, consumers need to be able to communicate with a qualified customer care agent at any time and from the devices they feel most comfortable using, whether it’s their mobile phones, laptops, or desktops.

Implementing integrated marketing solutions such as website and landing page development, email marketing services, and live web chat enable contact centers to connect with a wider range of consumers—and the way in which they prefer to be reached. Convenience is at the crux of a successful customer care strategy as today’s consumers have no qualms about switching to another provider if they aren’t receiving the type of care they’re expecting.

So, provide your consumers with an omni-channel experience that enables them to leverage the communications channels they prefer the most. Employing integrated marketing strategies will certainly help contact centers reach their full “global” potential.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.