If it is the first contact, a new record is creat. to him is locat on the website , which allows for conversation with regard to the content view by the chatter and translates into a higher probability of clos the transaction in the case of sales activities. The system also allows you to enter your own greets adapt to the category of the interlocutor – whether it is a person visit the website for the first time, a person present on the website again, a person stay on the website for a certain period of time and specify the appearance of the chat.Accord to the Global Contact Center Benchmark Report , trends in contact centers are mov towards a diminish role of the telephone.

Which may cease the most popular

Contact center communication channel. The challenge for companies is the integration of communication channels and advanc data analytics – especially from digital channels, with social mia at the forefront. Check out the callcontact center app > Contact center trends on all continents have been survey for the eighteenth time by Dimension Netherlands Phone Numbers List Data and ma available in the Global Contact Center Benchmark Report. companies from countries and sectors participat in the survey. Below are the most important results. Trends in the contact center – crease in the share of voice communication The prevalence of digital contact – in the form of e-mail, chat, communication in social mia and self-service channels – is grow dynamically in all the countries survey.

Forecast combin digital channels will

Gain an advantage over voice contact in terms of the number of frequency of use in a contact center or cloud call center in two years. Users unr the age of will then use social mia and chat much more than any other form of contact center contact. Already, these two channels are the No. choice for Generation Y (people born in – ). People ag – use the BTC Database EU telephone, e-mailSMS and chat with a similar frequency . The telephone as the main communication channel is chosen only by people ag +. Trends in the contact center – “Yes!” for easy and intuitive switch between communication channels The results of the report indicate the follow trend in the contact center: users expect not only access to multiple communication channels, but also easy and immiate ability to move from channel to channel.