How to Understand the Future of Customer Service
Download Deloitte’s third survey of global contact centers representing more than 450 contact centers here. Among other things, the report says that chat and messaging is expected to grow from 6 to 16 percent, and that voice is expected to remain the most prominent channel for customer interaction, but will likely fall. I think we should take bets on that last one, because voice is going up in our estimation. Deloitte also noted in this report that social media is emerging as a mainstream medium for customer service. It isn’t just for listening, is it? Just look at the recent Delta response to a play in Shakespeare in the Park.