Neither The Consumer Nor The Channels

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Used To Communicate With The Company Are The Same As They Were Just A Few Years Ago, And It Is Necessary To Be Prepared To Give The Customer The Experience They Are Looking For. Let's Take A Look At The Different Types Of Consumers We Have Today: – Baby Boomer ( – ): They Are Still The Most Numerous Consumers, Millions, And They Communicate With The Company In Person, By Post, By Telephone, But Also By Email, Social Networks Or Web. – Generation

– Generation Y (–): Millions. They No Longer turkey mobile number digits Communicate In Person With The Company, But Instead Resort To Digital Means: Email, Mobile, Web… – Generation Z (–): This Generation Is Still Growing, But Exclusively Uses The Internet To Communicate With The Company: Web, Email, Mobile Or Social Networks. How Many People Have Smartphones Today? In , Only Adults Had A Smartphone, While This Year, The Figure Is Supposed To Rise To %.

What Do Customers Expect From A Contact Center? – Pay Attention To The Hours On The Days Of The Year. – Agents Who Report To Customer Service – Quick Responses – Speak To An Operator With Just The Push Of A Button – Have The Option To Request A Call Back – Report The Estimated Waiting Time To Be Attended In Addition, Customers Expect Service Consistent And Personalized Across All Channels. For This Reason, You Must Have A Crm That Allows You To Have All The Interactions Of Each Client Integrated Through The Different Channels And Devices.