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Customer engagement models are going digital

The digital services revolution is here – it’s real, and today’s increasingly mobile customers are forcing organisations to adapt their engagement models, or lose relevance.

Results from the 2015 Global Contact Centre Benchmarking Report are out, and the report show that non-voice traffic (digital) is set to rise in 81% of Asia Pacific’s contact centres within the next two years. Telephone traffic is forecast to drop in 36% of contact centres during the same period. In fact, based on information gathered over the last 10 years, trends indicate that the global contact centre industry will manage more digital interactions than voice within the next two years.

This represents the most significant change in the contact centre business in 30 years, and has profound implications for the way organisations deploy technology to deliver and manage customer service. Digital convenience is creating growth for the industry, and 79% of the region’s contact centres expect combined volumes across all channels to rise by the end of 2016. This shift will transform contact centres from being telephone-centric stereotypes into customer resolution centres, and change the shape of the industry forever.

Want to find out more. Get your complimentary summary of the 2015 Global Contact Centre Benchmarking Report here.

Nagi Kasinadhuni

Nagi is the General Manager for the Communications Business Unit, Dimension Data Asia Pacific