Mobility Will Shape the Contact Center of the Future

Ken Landoline

Summary Bullets:

• Technological developments are making customer service for mobile customers simple, convenient and very effective across many vertical markets and for a select group of special, high-net-value clients.
• Thanks to a cloud-based infrastructure, delivery systems and sophisticated contact center applications these mobile systems and customer service applications are coming from new and very agile sources and spreading quickly.

In previous blogs I speculated about how mobility was affecting the contact center in terms of the end user customer, the agent and the contact center supervisor. Admittedly, I was simply projecting out a few years and commenting on how current technology was changing basic factors such as where the agent worked, the channel from which the customer entered customer support, and how the supervisor could monitor his/her center. Recent conversations with contact center application developers and people who manage centers have caused me to extend my vision further into the future.