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From the blog

2011 Customer Service Trends

In the face of a recession and a very tight global competition, every company must still realize that the only way to survive and to increase market share is to keep customers satisfied. In 2011, it‘ll be another challenge for some business to adapt to higher customer demands. Based on a recent customer service survey by Frost & Sullivan, here are the top call center trends.


Customer satisfaction, a top priority: Half of respondents were classified as “customer-oriented”. A further 35% were classified as searching for the “latest and greatest” applications. “Cost-focused” represented the remaining 15% of respondents.


Rapid growth of social media customer interactions: 30 percent indicated they support social media customer interactions on social media sites such as facebook, twitter, etc. and 29 percent extract intelligence from this activity. Of social media benefits, the top three cited were to “provide better customer service,” (75 percent), “drive sales,” (58 percent), and “drive customer loyalty” (54 percent).


Growth of web collaboration, text and video: With supported inbound interaction channels, growth from 2009 to 2010 was highest for text/SMS (25 percent increase), video (15 percent increase), and Web-based interactions (8 percent increase).


Consistent customer experience: The largest majority of respondents – 67 percent – rated ensuring consistent service across channels as a “very high priority” or “high priority.”


Significant increase in proactive customer contact activity: Of three types of outbound service programs, the majority — 65 percent — indicated they would increase their “proactive, value-add customer contact” programs over the next two years; 43 percent said they would increase their “sales and marketing” programs, and 42 percent said they would increase their “collections” programs.

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