While already besieged, the customer service industry is in for an even wilder ride thanks to the growing adoption of the Internet of Things (IoT) product market. While wearables and connected devices are becoming mainstream, many brands continue to cling to outdated customer service models. These traditional support models will inevitably break under the weight of this new consumer reality.
According to Dimension Data’s 2013/14 Global Contact Centre Benchmarking Report, consumer dissatisfaction levels are at record highs. Even with the addition of new engagement channels such as email, web chat and social media, nearly half of all UK retailers get a failing grade when it comes to customer responsiveness, as reported in the 2015 Eptica Multichannel Customer Experience Study. And those on the other end of the phone – customer service agents – are equally unhappy, leaving their field in record numbers.
By Peter Zeinoun. Realtime visualisation: crucial for #SoT