{"id":1546,"date":"2008-12-10T12:55:45","date_gmt":"2008-12-10T20:55:45","guid":{"rendered":"http:\/\/www.clikonthis.info\/?p=300"},"modified":"2008-12-10T12:55:45","modified_gmt":"2008-12-10T20:55:45","slug":"the-contact-centre-in-2015","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/the-contact-centre-in-2015\/","title":{"rendered":"The contact centre in 2015"},"content":{"rendered":"

Text: Karin Van De Velde, Business Consultant at Newtel Essence<\/p>\n

Young persons of this day and age, also called screenagers, are today\u2019s customers, tomorrow\u2019s colleagues and the managers of the day after tomorrow. Compared with older people, the so-called \u2018babyboomers\u2019, they live in a culture that contains more sounds and images than texts. They have the ability to multitask and communicate 24 hours a day, making use of several (social) networks. In other words: screenagers communicate differently and use other kinds of media to inform (themselves). Someone in his thirties or forties bases his decisions on ratio and facts and screenagers are more impulsive and driven by emotions. These developments are determining factors for the client contact of the future and the contact centre of 2015.<\/p>\n

Changes in interactions<\/strong><\/p>\n

The screenage employee and the screenage client will use different communication methods and search for different cooperation forms: as well inside as outside the working environment. If this does not work via private networks and the company\u2019s ICT-means, then they will use public means. Their frame of reference is: \u2018technology is there for me and I can use it the way I want to.\u2019 Screenagers are not computer illiterates like many babyboomers; Games, Hyves, Text Messaging, Skype, MSN, MMS, mobile phones, blogs and chats are all part of their social environment.\u00a0\u00a0They do not hesitate to share knowledge and information. The contact centre of the future needs to take these new developments into account in order to respond to the wishes and needs of tomorrow\u2019s client. The \u2018new\u2019 client wants to communicate through all available channels at the moment he wants to and where he wants to and he expects a fast and \u2018first time right\u2019 answer. The conventional call centre will migrate to an \u2018interaction contact centre\u2019 where there is no need for a fixed location and where social networks are a part of the work field.<\/p>\n

Phase 1: Conventional call centre (past until present)<\/strong><\/p>\n