What will the Contact Centers of the future look like? - HigherGround, Inc. - ContactCenterWorld.com Blog
When it comes to contact centers, it’s important to monitor trends and try to predict the future in order to stay ahead of your competitors and put yourself in a position to be able to adapt to abrupt changes if need be. So how will technology affect the contact centers of the future? Let’s take a look at three trends that could very well turn out to be game changers:
- Mobility: Workers no longer need to be bound to their desks in order to be productive, and the same holds true for contact center managers. By leveraging mobile CRM solutions, managers are able to keep their fingers on the pulse of their contact center no matter where they happen to be, receiving updates in real time.
- Big data: Thanks to the evolution of technology, we’re able to access and store an immense plethora of data. Knowledge is power, and the more information we can make sense of, the smarter we become. So too it goes in the contact center. With more customer-related information at the fingertips of today’s contact center agents, service is strengthened beyond measure. Information relating to customer preferences, effectiveness of messaging and agent performance can help shape the customer experience. If, for example, a caller has a good rapport with a particular agent, it might make sense to route customers accordingly.
- Customer service: People have the choice as to which business they support, so customer service is becoming increasingly important when it comes to differentiating your company from its competitors. It is almost as if customer service has evolved into the product itself, which means that your contact center should strive to deliver best-in-class service at all times.
What do you see in the contact centers of the future?
Publish Date: January 8, 2016 5:00 AM
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