Today’s consumer has access to a vast network of service options, many of which your service center many not control, including online forums, wikis, and informal peer communities, like Facebook and Twitter. The millennial generation has learned to communicate with their fingers and thumbs as much as their ears and mouths, and they are less likely to pick up the phone and call. Which raises the question: What is the fate of the contact center?  

• How to be part of the corporate social media strategy rather than an alternative to it
• How to modernize the caller experience and provide consistency across channels 
• How to track and share metrics so the corner office understands the value of the contact relative to more ubiquitous online alternatives

According to the National Association of Contact Centers, only 18% of contact centers have implemented a social media strategy. But that’s not stopping consumers, who are getting their information from alternative sources.

Keith Dawson Industry Director - Contact Centers Frost & Sullivan

Kristen Jacobsen Director of Marketing Calabrio