This is the opinion of Paul White from software provider MPL Systems, writing for Call Centre Focus, who argued that firms need an approach that complements their existing engagement channels.
He pointed out that people are still likely to want to speak to real operators when they have a big problem or want to process a valuable transaction.
"For successful apps-based mobile self-service to succeed, organisations are going to have find ways to combine both approaches - effectively creating a hybrid offering for their customers," Mr White commented.
This is something those looking to go into sales recruitment will increasingly have to get used to, as the Mobile Operators Association recently said more than half of Britain's mobile phones are now smart devices.
Furthermore, 52 per cent of firms with call centres have now removed their desk phones completely in favour of other technologies, a poll by Jabra published in Call Centre Helper reported.
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Posted by Richard Esquilant
Source: The Sales Executive News
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