texting

Do you have a mobile phone?  If I play the odds, it's a pretty safe bet that you do.  The CTIA (who has  a particular interest in mobile phone usage) indicates that 91% of the U.S. population has at least one mobile device.  Furthermore, nearly 23% of Americans have "cut the cord" completely and don't even have a traditional landline. 

The rapid adoption of the mobile phones introduces some intriguing ways to interact with your customers.  The most ubiquitous of mobile phone features is text messaging: short message service … SMS … those tiny little messages we send to one another using just 160 characters.  Of the 285 million mobile phones currently subscribed, over 96% of them are capable.    Read more»

The PEW Internet researchers recently published the results of their Parent-Teen Cell Phone Survey with astounding results.  Would you like a sneak peek at the next generation of customers who will be calling your contact center?  Let me warn you first by saying that the next generation is much different that the current contact center caller.  Take a look at the report for yourself. 

There is a tremendous amount of information in the report and just reading the numbers doesn’t really do it justice.  So I wanted to point you to a terrific infographic that was created by Flowtown based on the data in the report. Now, take a visual tour of the results of the report in this infographic.   Read more»