As 2010 comes to a close and questions remain on the stability of the economy, U.S. businesses are cautiously moving towards 2011. We have seen the marketing managers in our industry remain selective when allocating those precious budget dollars while budget planning. They are also demanding that marketing efforts demonstrate a high return on investment.
Despite the cautiousness, many industries are innovating and growing. Social media / digital communications offers new ways to reach consumers and increase brand awareness. This already has and will continue to have a major impact on the future of the customer service industry. Marketers must try to achieve the perfect balance between the convenience of communication technologies and the effectiveness of a human voice.
In this issue of Currents, we examine a variety of timely topics for the upcoming year, including how digital technology has changed the teleservices industry. Additionally, we report the results from an exclusive survey DialAmerica conducted among our clients. The survey was issued to gain insights on the current and future use of social media in the customer service industry.
Finally, we share a healthcare communications case study about a major disease management company. They required a dynamic contact center solution that could handle both an intense enrollment period and an on-going member support system.
We hope you find the articles and the survey results interesting. We look forward to hearing from you in 2011.
Happy Holidays from everyone at DialAmerica!
Arthur W. Conway
President & C.E.O.