Are Your Communications Up to Date for the Digital Generation?

Communicating with your customers is vital to maintain interest, engagement, and sales, yet the way you communicate will impact whether they stick around. Generation Z and Millennials have a clear preference for digital channels when communicating with companies, and accepting this is essential to creating future contact centers.

Many companies already recognize the need to shift their focus when it comes to customer communications. One study found that 89% of contact centers plan to support messaging and self-service apps within two years while web chat and social media are also high on the priority list. However, to create a fully focused and effective digital-first contact center, it’s essential to understand your audience and find communication channels that suit their preferences.