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Call Center technology trends that will rule in 2019 - Lisa Wayne - ContactCenterWorld.com Blog

Call Center technology trends that will rule in 2019

Only three months are left, and the year 2018, will end. So before it ends, it's quite essential to discuss what technology trends are going to help businesses and make them successful in the upcoming year.

But before we step on that, let us have a look at what technology trends have greatly influenced call center services India and made them the BPO leaders of 2018, across the world.

Technologies that ruled in 2018 are-

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  • Cloud communications and virtual agents
  • Social media
  • Chat bots and live agents etc.

But 2019 would be more challenging for all, and hence, businesses would have to be more strategic, make use of better analytics, media conversations need to be more intentional and specific, and they must discover innovative ways to utilize Artificial Intelligence in business operations.

In the arena of call centers, technology has achieved a faster pace. Something that was effective a few years ago or worked this year doesn't mean that the same will work the next year too. Technologies and strategies used in the previous years have now become outdated and aren't that effective.

Well, well, I am not saying that nothing is going to work. They will, but only when businesses find out some new and creative way to use them.

In this piece of article, I have described a few technology trends that will help businesses to acquire better results.

Technology Trends for 2019

Consolidate artificial intelligence (AI) into customer interaction

Businesses have now dug into predictive analysis and are utilizing AI tools to streamline call center experiences for both customers and agents.

The same is expected to spread widely if users continue using AI tools to route calls.

In the future, various communication will get established between different media channels and streamlined call center response. Therefore, it is worth to examine what call center AI options might benefit you.

Digital transformation strategy

As we know, customers are consistently looking for something new and more: an experience that leads to a long-term relationship with the business.

Digital transformation aka advanced technology has completely changed the way businesses performed earlier. Therefore, businesses that are desperately seeking ways to remain competitive, must look forward to digital transformation strategy which will help organizations to offer unified omnichannel communications and machine-to-machine communications via the Internet of Things (IoT). Digital transformation will help businesses offer a whole new customer experience to the patrons.

Better analytics

There was a time when call center agents had to rely on supervisors to get most of the problems solved. But it isn't the same anymore. Even small businesses, today, are utilizing sophisticated analytics to turn data such as call recordings, chats, text messages and more into truly effective feedback for agents.

Better and sophisticated analytics help agents, supervisors, and managers to stay updated on customer experiences and let them know about any critical issues. If agents aren't performing well, they will be trained by the quality assurance team. In general, it is expected that since companies are continuously implementing more unified communications platforms and strategies, there will be a great advancement in the business process.

Implementation of two-way social media conversations

Unlike one-way conversations where customers were not allowed to speak, two-way social media conversation allows customers to connect directly with brands and let them express their opinions and register complaints. Businesses, now, listen and speak to their customers and respond directly to their queries and demands.

Therefore, whenever you post on social media ensure that 80% of your posts add value and help in brand building. Call center services India are already making use of two-way social media conversations and are expected to bring better customer experience in the upcoming year.

Cloud communications

Many businesses have already incorporated cloud communication as a part of their strategy, but call centers are the one that are availing full advantages of this technology and getting more benefits as compared to others. With the gradual rise in the remote call center agents, cloud communication is eventually becoming a prerequisite for businesses to have seamless team communication and collaboration. With the same, traditional office-based call centers could be able to spread in different locations, grow and contract workforces as per the market needs.

Omni-channel communications

Regardless of where customers are placed, Omni channel communications offer patrons an integrated and cohesive customer experience. With Omni channel, customers get independence to choose their most preferred and easiest way to communicate with the company.

But most of the people confuse Omni channel with multichannel communication. However, they aren't similar. The difference lies in the level of integration. While multichannel is a non-integrated approach, Omni channel communication is an integrated approach with coherent and absolute integration.

Publish Date: October 4, 2018 6:57 AM

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