Millennials Have Changed the Way We Communicate

Standard

SMS/Live Chat

A faster, easier, and more preferred communication tool, texting is a huge part of the millennial generation and it’s time that it has won the rest of us over.

More likely than not, you’ve felt the push to stray away from calls and turn to SMS instead.  Millennials are coming into the work place and they are bringing texting with them.

Many contact centers are limited to only using voice for customer care when Millennials prefer using SMS. In order to get rid of the disconnect seen between the consumer and customer care technology, adapting to these changes will be beneficial for both parties.

Not only are Millennials coming into the work place, but they are also becoming the customers. It is important to communicate by their means in order to have the utmost satisfaction for the consumer.

Communication is constantly evolving and it is important to keep up with the pace. Now is the time for companies to play catch-up and embrace the use of smart phones for the most rapid and efficient form of communication there is.

One way that AnswerNet has enabled this generation change is incorporating TextGen. TextGen is a way that you can text enable your business’s phone number in order to add convenience to any customer’s process. Messages are collected into an online portal that is easily accessible to view and download conversation data.

Not only does SMS create an easier communication system, but it also has a 98 percent open rate. This is something that the email open rate cannot compare to, falling at only 22 percent. Email accounts get filled with spam and it is even likely that messages could get lost or accidentally deleted. SMS almost completely eliminates this concern.

Another great form of communication that is starting to be seen throughout many companies is the use of online live chat. Live chat is just another easy way for customers to get the information they need right in the place that they love: the internet. Being “live” provides instant customer support and minimizes the effort on the customer’s part.

Live chat can also be good for within the company itself. Just like SMS, it is a quick and effective way to communicate with a coworker about a current situation or project.

It is important to note that SMS in the work place is not here to replace other forms of communication, but is here to add convenience and create a diverse system that works for everyone involved.

Embracing the communication choice of millennials is a strategy that can help your work place prosper and grow.

Call Center CEO attends ITExpo’s StartupCamp for Entrepreneurs

Standard

A group of gifted, enthusiastic entrepreneurs gathered this past February in Miami for the fifth annual StartupCamp. This event was developed to provide innovators in technology a chance to pitch their business ideas to leaders within the communications industry. Gary Pudles, President & CEO of AnswerNet (a call center and telephone answering service), was one of the leaders asked to judge at this year’s StartupCamp.

 

Each investor has only five minutes to present, but that was enough time to make an impression on Pudles. “Presenters were engaging, and the service offerings were very interesting,” he said. Pudles also felt that many of the entrepreneurs’ ideas could easily be applied in day-to-day operations at AnswerNet. One company spoke about a device to help index and store voice recordings based upon the words recorded—a helpful tool for call center quality assurance practices.

 

Pudles was also very pleased and impressed with the size of the event. The StartupCamp series has grown exponentially over the years partially due to the caliber of keynote speakers. Last year featured Bob Metcalfe (co-inventor of Ethernet). This year, Sir Terry Matthews (billionaire entrepreneur who founded many companies including Mitel and Newbridge Networks) spoke at the conference.

 

Ultimately, StartupCamp is a catalyst for many entrepreneurs’ careers, driving excited and hopeful audiences to the event. Who could blame them? With past winners such as Michael Koetting’s Hoot.Me, a popular Facebook application for students, the opportunity to technology fame is just a presentation away.