Next Generation Contact Centres

How is your Contact Centre Social Media strategy going?  CCiNZ members who recently attended the NSC Next Generation Contact Centre seminars were presented with some thought provoking stats on New Zealand customers and the evolution of Social Media.  According to the Avaya Customer Consumer Index research in 2009 by callcentres.net 68% of NZ customers prefer the phone channel compared with 79% three years ago. The decrease in the preference to be serviced by phone is nearly matched by the increase in preference to use email which was up from 14% in 2007 to 23% in 2009.  The number one reason NZ customers move to another company is still poor customer service.  Visiting social sites is now more popular than personal email and we're told that if Facebook was a country it would be third largest in the world behind China and India.   With social media now a substantial part of our everyday life, Contact Centre terminology turns to the spiral viral and our social graph rankings with another layer of conversation.