- By 2015, more than half of the world’s formal contact centers will include a level of customer participation and engagement in the service process in real time.
- For the next six years, most large customer service contact centers (200 agents and greater) will use a hybrid collection of customer software developed in-house, together with packaged software, but rarely a software suite from just one provider.
- Software as a service (SaaS) in particular, and cloud computing in general, will open new opportunities to introduce social media into the customer service contact center, due to lower complexity and faster speed of implementation.
- The need to be aware of, support and integrate users of Facebook, Twitter and off-portal communities is causing organizations to redesign existing/old service processes, and to identify potential process silos.”
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