Being smart: Realising the potential of mobile business

Today eight out of every ten people on the planet live within range of a mobile phone network. Seven of these eight already own a mobile phone. With Smartphone technology growing at a rapid pace and 4G networks just around the corner, the mobile device is confirming its place at the centre of the digital economy.

The pressure is on for businesses to develop an increasing array of sophisticated mobile-led services to both satisfy and exploit the changes that continue at pace in this industry.

There are many different ways in which businesses can benefit from mobile services, not all of them obvious. Companies are left with the question of how to ensure that they develop the optimal mobile strategy for their organisation.

PA Consulting Group is uniquely positioned in the market to advise organisations about this as we have practical expertise and know-how in mobile strategy, business ROI, product development and technical implementation. PA has an extensive technology background – especially in devices and software – and we bring knowledge of and contacts in the mobile network operator community and across the ecosystem.

Our latest thinking on mobile business: how utility contact centres can reap the benefits of social change and new digital channels

Utilities have been operating in a multi-channel customer contact environment for a number of years. Traditionally this has included call centres using customer service representatives (CSR) and interactive voice response (IVR), website and email. 

However we are living through a period of rapid social change. The ways we work and spend our leisure time are changing fast. This has far-reaching consequences on organisations providing customer services, especially when combined with the proliferation of new digital channels such as mobile, web chat, kiosks and social media.

Utilities can take advantage of these challenges by reaping the benefits that these new channels offer, from cost reduction to customer satisfaction and efficiency.

Read more about how utility contact centres can reap the benefits of social change and new digital channels

To speak to a consultant or to find out how your organisation can develop an optimal mobile strategy, please contact us now.