Contact Centers Say Farewell to the Cubicle Farm

JLL Real Views | June 7, 2016

'Call centers' are dead; long-live the multi-channel 'contact center'. Today, customer service is just as likely to happen via email, online chat or social media as it is to happen over the phone. In today's digital world, providing multiple communication channels has become a necessity for many customer service organizations. Voice traffic in contact centers is steadily dropping, while digital (non-voice) traffic is mushrooming, driven by the habits of young adults. Over three quarters of customers between the ages of 18 to 24 now use smartphones to contact customer support, and just under half use live online chat. For contact center ...