In my experience, I’ve found that an agent is 10 times more likely to avoid calls towards the end of their shift?READ MORE >>
The PEW Internet researchers recently published the results of their Parent-Teen Cell Phone Survey with astounding results. Would you like a sneak peek at the next generation of customers who will be calling your contact center? Let me warn you first by saying that the next generation is much different that the current contact center caller. Take a look at the report for yourself.
There is a tremendous amount of information in the report and just reading the numbers doesn’t really do it justice. So I wanted to point you to a terrific infographic that was created by Flowtown based on the data in the report. Now, take a visual tour of the results of the report in this infographic.
You will probably come to the same conclusions that I did: 1) The cell phone is more pervasive with kids that you may realize and 2) texting is what they prefer.
What are you doing in your contact center to prepare for the inevitable customer contacts with this next generation?
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