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Why Contact Centers Aren't Going Anywhere

Posted: by: Chuck Ciarlo

Three years ago, the CEO of a company that manufactures customer self-serve solutions predicted (perhaps rather self-servingly) that the call center’s days were numbered. He believed the smartphone would become the contact center of the future, and expected this major shift in communication to take place by the end of 2012. 

Yet here we are in 2015, and contact centers are not only still here, they are expanding. Here are two reasons why they won’t be replaced by smartphone service apps anytime soon.

1. Everyone Has a Phone

While other communication channels are now available, they have not diminished the convenience of the telephone. Service apps for smartphones are already in use (and at some companies in development) but not everyone has them yet and there’s a good bet that many of your older customers will never see a need to change. If customers want to speak to someone at your company, the first option is still dialing a phone number. 

2. As Phones Get Smarter, So Do Contact Centers

The CEO’s assertion that a smartphone would supplant call centers did not account for the ways in which call centers evolved into contact centers. It also didn’t factor in the lower costs and technological advancement at these contact centers made possible by the cloud. The lower cost inherent in the cloud delivery system has made these businesses more efficient. Sophisticated forecasting and scheduling solutions such as Monet WFM Live boosts productivity and assures businesses of having the number of agents they need to meet customer demand – not too many, not too few. Speech analytics delivers valuable insights into each customer that could not be gathered through many apps. 

It’s great that customers have more choices today. But when one is faced with a problem – say, a blu-ray player that won’t work – a phone call still sounds easier than finding, downloading and installing the manufacturer’s app, and then following an on-screen troubleshooting guide. 

Even when we reach the day where everyone has a smartphone, most consumers will still prefer using that phone to call customer support. 


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