October 3, 2013
- Nemertes Research on behalf of Avaya
The rise of consumer mobile devices, social media, and the coming of browser-based rich media capabilities create a growing challenge for customer service and customer engagement professionals: How to transform "contact centers" into platforms that can support a seamless customer experience spanning multiple devices and media. This paper, authored by Irwin Lazar at Nemertes Research, identifies five key trends that are reshaping customer experience management.
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Irwin,
Glad to see you highlighting the impact that UC-enabled, multi-modal devices will have on increased use of online self-service applications that will become the starting point for customer contacts with live assistance. It will be "customer BYOD" that will drive the shift from "contact" centers to "interaction" centers, where there can be greater use of mobile self-service apps, as well as more pro-active customer service notifications and alerts.
I discuss this important shift in a recent post.