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The Evolution Of Baby Boomers And Generation X Culture

648 Words3 Pages

Baby Boomers and Generation X culture typically reflects a preference for face-to-face customer service. Whereas Generation Y culture, with a population of 75 million, leans more towards customer service over the phone or other technology-centered channels. Some studies show that more and more customers prefer benefits such as 24/7 support, informed agents, quickly answered calls, reaching an operator by pushing zero, the option to request a return call and estimated wait times. These factors, among several others, will continue to play a role in the evolution of customer service and the priorities of call centers. Here are a few more increasing trends that have already begun taking off. Mobility: Agents Accessible Anywhere Good news – call center agents are being confined to their desks less and less. The typical imagery behind the thought of a call center usually involves some type of office space with cramped cubicles and phones ringing off the hook. As more and more call centers start …show more content…

Unified communications not only benefit the customer, but they also aid the agent and contact center as well. Customer Relationship Management (CRM) software allows agents to send clients and customers different notifications and updates via multiple mediums and devices. With the increasing number of smartphone users previously mentioned, customers toggle back and forth between devices all day. Customer service should be increasingly accessible through mobile devices in the channels that include telephone support, text, live chats and more. Unified Communications can also benefit agents who are working together as a team on a project. Contact centers and experts often speak about the importance of effective communication for clients, but effective communication among an agency’s staff is equally as

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