We are truly in a vastly different communications environment than even ten years ago. Smart phones and tablets are now the norm. Texting, tweeting, and posting to Facebook are the new ways we communicate. While most customers still pick up the phone to obtain service, the difference today is that their experience on that call is more likely than ever to be shared on networks that didn’t even exist a decade ago. When a service organization fails a customer, the blowback can be very public, and very widespread.
The contact center industry is challenged like many others to adapt to the new norms of customer communication. But circumstances make it difficult.