Mobile devices are changing both how customers get in touch with call centers and how companies respond to those calls. The days of customers sitting at kitchen tables on landlines waiting for agents to answer their calls are gone. Now, they’re calling from smartphones and clicking on apps, and call centers are adapting to this new mobile reality. “Mobile is increasing,” said Mitch Lieber, principal consultant at Lieber & Associates. “It’s used in all arenas, and the call center is no exception.”
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Call Centers Jump on the Mobile Bandwagon
Posted by: Vivian Wagner January 14, 2013 05:00 AMMobile devices are changing both how customers get in touch with call centers and how companies respond to those calls. The days of customers sitting at kitchen tables on landlines waiting for agents to answer their calls are gone. Now, they’re calling from smartphones and clicking on apps, and call centers are adapting to this new mobile reality. “Mobile is increasing,” said Mitch Lieber, principal consultant at Lieber & Associates. “It’s used in all arenas, and the call center is no exception.”