As soon as a company begins to branch out, the need for more hands on deck increases, which means more skilled, qualified and capable people to be the face of your business. Whilst this has always been the case, the way a call centre operates has changed a great deal over the years and is expected to change even more in the future.
These are some of the biggest changes we expect to see in the coming years.
Technology has been striving towards businesses being more automated for years and we expect that to amplify as we head towards 2018. The best guess is that there will be a much greater reliance on chat-bots and apps, as these tend to be the favoured means of communication among the younger generation.
Is this a problem for the call centre industry?
Well, research suggests not.
94% of marketing budgets are spent trying to coax people to call. Why? Because people still value a real conversation over a chat-bot or even an email. Which is why the call centre is still a massive part of business and not about to be overshadowed anytime soon.
Understandably, customers and businesses alike are becoming warier of identity theft. Whilst there has always been a significant threat, the problem is becoming much more prevalent, with 2016 reaching record levels of identity fraud.
This means there’s more pressure than ever for call centres to establish trusting relationships with their customers and employ stronger means of warding off potential threats. Maintaining actual human interaction rather than simply relying on automated processes will go a long way into doing that.
It’s fully expected that there will come a point where call centres will become fully transparent and we do mean that literally. Customers will, in the not too distant future, be able to see real time information about a call centre, from who is free to talk, to what their specific skill set is. This open relationship between customer and representative will allow for a much smoother journey from a customer having an issue, to that issue being resolved.
Once again technology advancements will have a huge impact on how the call centres operate, especially when it comes to emotional responses.
Gaging the emotional state of customers has always been a huge part of life working in a call centre, and we fully expect technology to take over that aspect of it too. Whilst this type of technology is by no means new, experts predict that the concept will advance exponentially, with every slight nuance of conversation picked up and analysed, further aiding how a representative responds.
These are just a few of the predictions experts have made about the direction in which call centres are heading, and whilst it can seem somewhat daunting, it’s exciting to realise that call centres are not about to be outdated by technology, but enhanced by it.
Publish Date: August 1, 2017
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
|10.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
|If You Think The Telephone Is Outdated, Think Again||November 21, 2017|
|Our Call Centre Manifesto||November 7, 2017|
|Choosing The Support That Best Suits Your Business||October 17, 2017|
|Speech Analytics and How It Benefits Your Business||September 12, 2017|
|What Makes Our Call Centre Different?||August 29, 2017|
|The Big Changes We Expect in The Call Centre Industry||August 1, 2017|
|The Weird & Wonderful: Mobile Phones of The Future.||July 25, 2017|
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