Industry News​

Contact Center And Internet Technology

OutSource Georgia | September 2012

 

Since the start of the answering service industry, every new technology introduced was predicted to be the death of the industry. From answering machines, to call forwarding, to voice mail, and on to voice mail by email, and Internet technology, each was thought to be that which will bring the call center industry to it's knees. However, the impact proved to be quite the opposite, instead of being the end of answering services it has opened a whole new world of opportunities.



Internet and technology have changed the way the industry communicates with it's clients, potential clients as well as the way a service communicates among itself. The Internet created a world of new opportunities and expanded the variety of services that a contact center can provide. It also provided the industry a whole new revenue stream, by having reduced major costs such as phone bills, long distance service and replaced the need for expensive equipment that was once needed to provide up-scaled services has been replaced by inexpensive web based integration. Now the contact center can actually set appointments, take reservations, take orders, and provide support or information to the user by being working directly on the customer's web based systems.



Communication methods with customers have adapted and today there are  more options for a business to reach it's clients at reduced costs. Email messaging, text messaging, live chat, and online posts are some examples of the industry progression with Internet technology.

The most exciting aspect of all these changes is that the future of the industry is endless. Internet usage has increased the need for live customer service as opposed to diminishing it's usefulness and as more and more people use the internet the scope and depth of the services offered will continue developing, making this a most exciting time in the contact center and outsourcing industries.

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