Step Two in Mobilizing Your Contact Center: Create a Continuous and Seamless Customer Experience

K. Landoline

Summary Bullets:

•  The enterprise’s motivation in driving customers to do more via the mobile channel should be to provide a highly differentiated customer experience, enhance the overall lifetime value of the customer to the enterprise, and reduce operational costs.
• Due to the growing popularity of mobile phones as a channel of access to customer service centers and the customer’s natural aversion to an IVR interface, it will be essential to allow customers to shift from a mobile, self-service mode to live agent assistance as simply as possible.

In my October 13^th blog posting, “Step One in Mobilizing Your Contact Center: Send Your Agents Home,” I suggested that an initial step in mobilizing a contact center might be to implement an at-home agent strategy.  In this posting, I would like to broach the issue of planning and preparing for interactions with clients who will be using mobile phones more often in the future.  Preparing for increased mobile traffic will be essential to maintaining and/or improving current customer satisfaction and preparing for the younger generation of customers who will demand easy remote access to your customer service communications infrastructure.