The findings reported in the recent Infonetics study on IP Contact Centers are significant. The global IPCC market will finish 2008 up 37% over 2007 according to the report as quoted on TMCnet:
http://www.tmcnet.com/channels/voip-contact-center/articles/48064-ipcc-market-finishes-2008-strong-expects-slower-growth.htm
This can be taken in a number of ways but I suggest it indicates a move to retain customers through stronger customer service initiatives, perhaps as a replacement to other, costlier revenue preservation or growth tactics.
To me this makes sense. I have yet to read a research study that indicates customer service perceptions to be anywhere near a high point so there is a known gap to be closed.
The real issue will be in execution. I hope companies investing in this technology are doing it based on a broader strategy to align customer friendly processes with enabling technology and people suited to care for customers. If so, look for a lot of action in the quality assurance and training markets in 2009 as those strategies go from initial deployment to implementation and optimization.
http://www.tmcnet.com/channels/voip-contact-center/articles/48064-ipcc-market-finishes-2008-strong-expects-slower-growth.htm
This can be taken in a number of ways but I suggest it indicates a move to retain customers through stronger customer service initiatives, perhaps as a replacement to other, costlier revenue preservation or growth tactics.
To me this makes sense. I have yet to read a research study that indicates customer service perceptions to be anywhere near a high point so there is a known gap to be closed.
The real issue will be in execution. I hope companies investing in this technology are doing it based on a broader strategy to align customer friendly processes with enabling technology and people suited to care for customers. If so, look for a lot of action in the quality assurance and training markets in 2009 as those strategies go from initial deployment to implementation and optimization.
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