Tuesday, March 29th, 2016
Any individuals born in the years ranging from the early 1980s to around 2000 (also known as the “Millennial Generation”) are now an increasingly significant part of the United Kingdom workforce.
Furthermore, it is estimated that by 2020, they will be responsible for nearly a third of all retail sales and for a generation that is more likely to display its precious photos on social media than in a photo frame above the fireplace, their expectations when it comes to online services will increasingly present a real challenge to customer services departments who are not ready and willing to “step up”.
Service providers in this space will need to introduce more comprehensive online contact centre services and fully connected call centre services in order to ensure that any telephone, social media and web chat systems will be able to then interact with each another seamlessly.
On the other hand, individual businesses that choose to go it alone will need to optimise phone systems and future proof associated lines of communication. For many, this may well alter way in which internal departments are staffed and/or even involve costly changes to software or hardware infrastructure. Either way, decisions that could have significant consequences need to be made in order to meet the evolving needs of their end user or customer.
Some may sadly go on to discover that keeping track of individual interactions across these new channels can prove to be hugely complex and disproportionately time consuming.
Just call mplcontact of Sutton Coldfield, Birmingham on 0800 018 6009 today or complete the online enquiry form HERE to discover what we can do to help future proof YOUR business.