contact centerThanks to the proliferation of social media and mobile devices, the way that customers choose to interact with providers of goods and services is rapidly changing. Channels like Facebook and Twitter, mobile apps, and texting are not only additional channels to voice calls, but often they are the “preferred” first means of contact.

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<a href=””>Do your contact center agents handle both voice and other channels, or do you have specific agents for each channel type?</a>In response, non-­voice channel adoption in the contact center is growing. The Nemertes 2013-14 Enterprise Technology Benchmark showed that by the end of 2014, 72% of companies planned to engage via email, 47% would support real-‐time chat, 29% would use website engagement, 24% planned for mobile engagement, and 11% planned to monitor social media in the contact center.

Adding new channels to the contact center leads to some questions: What agent skill set is required to handle these channels? How is success measured in non-­voice interactions? How must contact center technologies adapt to include all of these channels? How must workforce optimization processes and platforms evolve to support new means of engagement?

Today, it’s not enough to simply engage these new channels or even to evaluate success in each individual channel. Instead, companies are looking at the entire customer journey, including movement between channels and even actions taken before or after customers reach out to the contact center. This movement towards an omni‐channel environment is creating even more questions, especially about how to measure contact center workforce and customer engagement success in this new environment.

Learn more in our OnDemand webinar with Nemertes who discussed how companies are engaging these new channels, the new key performance indicators (KPIs) contact centers are using to gauge success, new technologies that help companies track their customers’ journeys across channels and how workforce management can keep up with rapid change.

Watch our webinar Optimizing Your Workforce in an Evolving Contact Center Landscape today!

Lisa Durant

Lisa Durant

Lisa Durant is a Research Analyst with Nemertes Research, where she conducts and analyzes primary research and develops research reports for the Contact Center and Customer Engagement and Unified Communications and Collaboration tracks.