NobelBiz® Blog | First Contact Podcast VIDEO + ARTICLE | Consumerization of IT and the implications for contact centershttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Vice President Client Operations The usage increase in personal technology devices in the last years has had an impact in employee productivity, CX, agent engagement and much more. Some tools have become irreplaceable, and the trend is constantly evolving. More from the episode! https://nobelbiz.com/wp-content/uploads/2022/05/Jon-Arnold.png Guest Jon Arnold Principal of J Arnold & Associatesi Published on May 12, 2022 Consumerization of IT When users are adopting consumer technology and adapt it into usage for work, it creates a need for organizations to finally adopt these technologies at the same time. When we talk about consumerization of IT, we refer to software and hardware products alike. It has become a global phenomenon, and the biggest trend of the decade, with agents and employees preferring to use personal products and services to work like Gmail, Skype, WhatsApp, Dropbox, Microsoft Office 365, G Suite, etc. PGlmcmFtZSBzdHlsZT0iYm9yZGVyLXJhZGl1czoxMnB4IiBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzZPUHU4WGpEYnVBbnBWUHJlc1F4MTA/dXRtX3NvdXJjZT1nZW5lcmF0b3IiIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjIzMiIgZnJhbWVCb3JkZXI9IjAiIGFsbG93ZnVsbHNjcmVlbj0iIiBhbGxvdz0iYXV0b3BsYXk7IGNsaXBib2FyZC13cml0ZTsgZW5jcnlwdGVkLW1lZGlhOyBmdWxsc2NyZWVuOyBwaWN0dXJlLWluLXBpY3R1cmUiPjwvaWZyYW1lPgJon: And, you know, consumerization of IT is a trend we all know about. And it really plays big in this world because when we're wearing our consumer hats, especially digital natives, their level of adoption of technology is generally way ahead of what contact centers are used to supporting, right? The shift from multichannel to omnichannel, from call center to contact center Customer service member used to be called a call center because you made a phone call to go to the con, you know, to get customers. Now it's become a multi-channel world where telephony is just one of many channels. So now it's the contact center where you could call, you could text, you could use mobile, you could use video, right? You could find many ways in to get service. And that's a much harder thing for a contact center to manage. And now it's become, okay. Well, not only that, but customer expectations with all our cool technologies and mobile phones, we expect instant service, right? We expect solving problems on the spot. We don't want to wait anymore for anything. I mean, you look at your kids. I mean, five seconds is a lifetime for them to wait for something. And the contact center doesn't move that fast. Right? When you're picking up the phone and trying to help somebody, uh, well, let's look up your records. Let's see. The gap in customer expectations They (the customers) don't have the patience. All of a sudden the ability to provide the service that customers expect - this is a big kind of what I call ia performance gap and expectation, but with expectations, the contact centers are really struggling to keep up. Work Remotely with our True Omnichannel Solution: NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!