The Contact Center Blog

Web 2.0 - Does It Affect Contact Centers?

The concept of Web 2.0 has been floating around for a few years now, but recently I've been hearing and seeing it more often. It seems to be a focus of many websites, where there are more interactive and intuitive applications for users.

In today's Web 2.0 world, information is more dynamic, easily being created and shared. This Blog is an example, allowing me to express my opinions. If you're a feed subscriber, you've been notified the moment this post was published. The point is that websites are more interactive and have information that more effectively caters to visitors, allowing them to better personalized experiences.

I just came back from a tradeshow, IRCE, where they had some speakers and sessions surrounding Web 2.0. A large majority of the attendees were online retailers.

How do you think Web 2.0 affects or relates to contact centers?

To start off, in my short opinion I feel the increase in interactivity for website visitors increases the expectations for finding information and answers almost instantaneously. As a result, services such as Live Chat and effective Email Response fits into this structure. Customer support via telephone is also still important, but service levels in this case need to be as dynamic as the websites. What do the rest of you think?

- JU

IRCE 2008 Recap

My sales and marketing team just got back from Chicago last week after exhibiting at the Internet Retailer Conference and Exhibition. It was another great show put on by InternetRetailer.com bringing together industry professionals and vendors to share ideas and business opportunities.

24-7 INtouch has been a exhibitor at this show when it first started in 2005, when it was held in a small room with only 40 exhibitors. Now this show has grown tremendously with over 400 booths and over 2000 attendees. To be honest, I was a little concerned that the show was growing too much and the intimacy we loved was being lost. Every other show I have been to this year has been a little disappointing due to the low traffic and having more exhibitors selling to us rather than speaking to real business prospects.

But, to my surprise, the attendance was fantastic and many eager attendees roamed the hall and ready to talk to the vendors. We did of course invest in a few promotions to encourage traffic to our booth which helped, but it was still great to have people interested and eager to talk. You can see how although the US economy is hurting right now, the online business world is more than alive and thriving. More reason for business to reduce costs and do more online. We definitely saw an increase in the number of retailers wanting to start using our Live Chat support.

Congratulations to Vertical Web Media for putting on a great event. Steve Rogers the Show Director did a fantastic job and really did everything he could to keep traffic driven into the exhibit hall. From an Exhibitor's point of view, it is nice to have the show management really understand our point of view and encourage attendees to walk the hall. They had many break sessions, free drinks and food for all, and of course the unique car giveaway which made people show up on the final day.

The show will be held in Boston next year which should be an interesting change in venue. I look forward to it!

- MK