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How to Profit from Emerging Contact Channels (Strategy Brief)

Published by: Datamonitor

Published: Sep. 20, 2007 - 10 Pages


Table of Contents


DATAMONITOR VIEW
CATALYST
SUMMARY
ANALYSIS
Voice remains the key customer service channel of choice
Immediacy
Pervasiveness of telephony
Comfort
Cost perception
Email is emerging as a preferred method of contact for non-critical issues
Rapid response times
Specific functions targeted
Standardized contact forms
Web-chat is an excellent alternative for technical support
Limitations may limit deployments
Expense
Agent ratios
Security concerns
SMS is regionally and demographically limited, but has the chance to grow globally
Age demographic
Regional limitations
Functionality
ACTIONS
Promote multichannel capabilities as a means of customer satisfaction
Let clients drive multichannel mix
Anticipate changes in the channel mix
Avoid agent blending
Provide efficient email services
Explore new uses for web chat
Deploy SMS based on targeted demand
APPENDIX
Methodology
Further reading
Ask the analyst
Datamonitor consulting
Disclaimer
List of Figures
Figure 1: Mobile and fixed line telephony penetration, selected countries: 2006
Figure 2: Mobile telephony versus internet penetration, selected countries: 2006

Abstract

Introduction

A discussion of multichannel contact center functions in the scope of outsourcing. Key drivers and inhibitors will be discussed.

Scope
  • An analysis of how voice remains a key channel for outsourced contact center investors
  • A description of the growth of email as a customer care mechanism
  • A discussion of how web chat can be used in the domain of technical support
  • The targeted growth of SMS as a contact channel
Highlights

Voice remains the main channel of choice for end-users of contact center services

Email has been steadily emerging as the principal non-voice channel for outsourced contact centers

Web chat is a leading non-voice mechanism in the domain of technical support, while SMS deployments may be limited to certain geographies and age brackets

Reasons to Purchase
  • Learn about the shifts in end-user channel preference
  • Understand how to drive new revenues using non-traditional customer contact channels
  • Develop strategies on how to craft an optimal multichannel mix for clients across verticals


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