Channels of Communication

These days communication is instant, easy and, more often than not, incessant.

Having a constant bombardment of communication means we tend to stop listening after a while. Social networking sites, bookmarking, email, SMS, IM’s, DM’s, PM’s…and whatever other acronyms there are out there.

And what happened to the phone? Has it been disregarded in favour of newer, flashier and more ‘up-to-the-minute’ technology? Why pick up the phone and call one person, when you can send a tweet and converse with thousands all within seconds?

It certainly seems like technology is leaning that way, however.

Gartner produced a report this month that stated: “voice is the most important real-time communication channel.”

But contact centres can be difficult. Most people will have their experiences of both good and bad interactions, yet it’s the unpleasant ones we remember and tell to others.

So which communication type to use? You lean one way, and risk alienating one target audience (those who don’t have Twitter for example). You learn another, and yep, you’ve guessed it, alienate another (those who don’t have a landline perhaps)!

An integrated strategy seems to be the only approach that will keep everyone happy. You have a website and email capabilities, social media tracking, a Bureau call centre on hand 24/7, people in stores for face-to-face contact, a permanent texter, and perhaps even a travelling salespersons who will randomly pitch up at customer’s addresses, ensuring that they are satisfied with your service.

Of course not every business has access to such comprehensive resources. So what do you do?

Well purchasing the best of breed solutions provider, CallScripter™, would be a start. Our integrated software is enabled to allow for multiple communication tools and aspects, and with our impeccable suite of reporting tools you can track and monitor KPIs, ROIs, MIs and any other acronyms you like.