How To Profit From Emerging Contact Channels (Strategy Brief)

Publication Date	September 2007
Publisher	Datamonitor
Product Type	Brief
Pages	10
ISBN Number	not applicable
Product Code	DAT07280

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£1,000.00
approximately: $1,964 | €1,271

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Summary

Introduction

A discussion of multichannel contact center functions in the scope of outsourcing. Key drivers and inhibitors will be discussed.

Scope

An analysis of how voice remains a key channel for outsourced contact center investors
A description of the growth of email as a customer care mechanism
A discussion of how web chat can be used in the domain of technical support
The targeted growth of SMS as a contact channel

Highlights

Voice remains the main channel of choice for end-users of contact center services

Email has been steadily emerging as the principal non-voice channel for outsourced contact centers

Web chat is a leading non-voice mechanism in the domain of technical support, while SMS deployments may be limited to certain geographies and age brackets

Reasons to Purchase

Learn about the shifts in end-user channel preference
Understand how to drive new revenues using non-traditional customer contact channels
Develop strategies on how to craft an optimal multichannel mix for clients across verticals

Companies Mentioned:

Community Banks Incorporation , Oracle Corporation

Content

Catalyst
Summary
Analysis
- Voice remains the key customer service channel of choice
- Immediacy
- Pervasiveness of telephony
- Comfort
- Cost perception
- Email is emerging as a preferred method of contact for non-critical issues
- Rapid response times
- Specific functions targeted
- Standardized contact forms
- Web-chat is an excellent alternative for technical support
- Limitations may limit deployments
- Expense
- Agent ratios
- Security concerns
- SMS is regionally and demographically limited, but has the chance to grow globally
- Age demographic
- Regional limitations
- Functionality
Actions
- Promote multichannel capabilities as a means of customer satisfaction
- Let clients drive multichannel mix
- Anticipate changes in the channel mix
- Avoid agent blending
- Provide efficient email services
- Explore new uses for web chat
- Deploy SMS based on targeted demand
Appendix
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
List of Figures Figure 1: Mobile and fixed line telephony penetration, selected countries: 2006
- Figure 2: Mobile telephony versus internet penetration, selected countries: 2006