EN-CA
As a central hub of customer communication, the contact center shouldn’t be a one-size-fits-all experience. Whether you’re a Baby Boomer or a member of Generation Y, the level of customer service being delivered should remain standard across the board—from providing 24x7 support and answering calls quickly to staffing your center with efficient, informed customer service reps. But the technologies and methods you employ should differ depending on the customer.
Baby Boomers (b. 1946-1961) are known to prefer traditional phone, mail service and email. While your contact center may be stocked with unified or next-generation techniques and technologies, remember the importance of reverting back to your basic service offerings when necessary.
Generation X (b. 1962-1981) has fewer members than that of the Baby Boomer generation, but this group represents the beginning of a notable shift in consumer preferences. This generation is often considered a hybrid of the old and the new; they enjoy traditional forms of service like phone and email, but they are also open to social and mobile engagement.
Generation Y (b. 1982-1999) represents the first breed of consumers who are, for the most part, completely Internet-connected. They are on Facebook, Twitter, LinkedIn and more, and they’re far more likely to tweet at your company account or initiate a live chat session when something goes awry.
The maturation of contact center technology undoubtedly revolutionized the way that companies assist their customers. It’s opened the floodgates for new communication methods that were previously unheard of; however, amidst all of this innovation, you can’t omit your more traditional customers. To establish a contact center of the future, you have to make sure you’re accommodating the customer of the past, present and future.
