Five Trends Making News And Driving Change In Contact Centers

The pervasiveness and effectiveness of mobile, Internet, and social media communications have been on display in recent years as people responded to natural disasters, political uprisings, and other important events around the world. For example, on the day Barack Obama was elected president, he had accumulated more than five million supporters on 15 different social networks — support that brought young people out to the polls and contributed to Obama's successful campaign.

Today's uber-connected world is truly a different environment because of advanced communications. The growing power to achieve results by communicating across multiple channels — voice, video, e-mail, social media, text, fax — directly impacts businesses. Customers increasingly demand that enterprises respond to them using their preferred communications media and channels. They want a consistent experience no matter how, why or from where they initiate an interaction. And innovations such as social media listening engines and network presence and location detectors are enabling interactions in ways previously unimaginable.