As the year unfolds, call centers are readying themselves for the next big thing in 2017. While technology stays at the forefront of call center trends, they have been fine tuned to make agents' jobs easier and client experiences more personal.
The following are six 2017 call center trends to keep an eye on.
With the ever-increasing availability, sophistication, and cost savings of cloud-based technology, brick-and-mortar contact centers are soon to become a relic of the past. In fact, it is predicted that 1 in 3 agents worldwide will work from home within just a few short years.
**10 reasons why you should have a remote customer service strategy**
Online training modules for agents are becoming the norm even for in-person contact centers, and agents working remotely can easily access these modules from home. The cost reduction potential of this move is huge: no need to pay rent or an office space, nor to heat, furnish, or maintain it.
Better yet, most people who work from home are already well-equipped to do so, and cloud-based technology brings the complex CRM software of call centers right to the computers that folks at home already own.
Home-based agents are less likely to miss work or quit. “This is because at-home agents are more satisfied with their work, benefit from the increased flexibility and save time and money by eliminating their daily commute.” A global home-based workforce means call centers can operate 24/7/364, and employees who are full-time, part-time, and on call means managers can staff and handle call volume more flexibly than ever. Clearly, employees working remotely will be among the top 2017 call center trends.
Customers like having the ability to help themselves when they can, rather than having to reach out to an agent. The call center industry is beginning to respond to this customer preference with much more than just the IVR account services function.
**Why you need customer self-service and how to do it**
Customers of today want detailed, intuitive FAQ’s on a company’s website, along with video tutorials and self-service portals that allow them to click their way along a path to a solution. Customers can answer prescribed questions and select options along the way to navigate toward a solution, or, in complex cases, to a click-to-call button to reach an agent after all. Customers like the convenience of solving their problems themselves on their own schedule, without having to wait in a queue or speak with an agent.
And while the front-end work of designing such a system is certainly a complex and time-consuming effort on behalf of contact center administrators, in the long run companies can save money by freeing up agents to deal with only more complicated issues and “teaching” customers to solve some of their own routine problems.
Customer service provided through social media channels is by no means a brand new concept, but customers and companies themselves are realizing that the speed and pervasiveness of this channel have not yet been harnessed to reach its full potential.
Unfortunately, many companies are not meeting customers’ expectations for speedy, personalized, effective responses to customer needs via social media, and since media platforms are quite a visible place to make mistakes (or win fans), companies who are serious about topping their competitors will make this platform a top priority.
**11 steps to handling customer complaints on social media**
Training, staffing, and tapping into the available metrics of social media channels will be one of the top 2017 call center trends, offering companies who take advantage of this ubiquitous channel the opportunity to interact with customers and build their brand like never before.
CRM systems are to omnichannel what WFO systems will be for managing agent teams. Especially considering the rise in agents working remotely, companies need an effective system for managing not only call volume across multiple channels, but agent productivity, metrics, training, coaching, QA, and employee engagement. Companies like Playvox offer a suite of tools to keep the contact center workforce cohesive, productive, and effective, regardless of the scope or size of a call center and its service offerings.
Companies who are worth their salt will put more resources into the chat and SMS functions of their call center. According to a report from Forrester, customers’ use of these messaging channels increased 43% between 2009 and 2012. As digitally-native millennials fill out the consumer market, this preference will only grow. Although perhaps not as highly visible as the social media channel for brand building, customers can easily take screenshots and share positive (and negative) chat interactions with a company to their various networks and platforms. Thus, brand image stands to gain (or lose) according to this channel. And contact centers love that agents can handle multiple customers at once on this asynchronous channel.
**Tried and proven methods to creating customer connections through chat and SMS**
As a result of self-service and tech gains, only the most complex customer issues will come to agents. Everyday issues will be resolved via self-service options. In addition, advanced chatbot technology will pave the way for the “cyborg” agent: a human agent paired with a machine-learning data-fed chatbot that advises the agent to make the best possible sales pitches or responses to customer issues or reactions.
As the line between human and machine in the contact center begins to blur, only agents with a firm grasp on modern technology will be able to compete for their share of the employment pie.
Customer service is more visible, more viral, and more versatile than ever. Contact centers need to stay ahead of the latest trends and technologies in order to compete in an ever-fierce, customer-centric service world.
Publish Date: February 17, 2017 5:00 AM
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
PH: +603 5569 9816
|3.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat...
|5.)||Brook Trout Solutions|
CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!
|6.)||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.
PH: +1 512-872-7565
|7.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer
|8.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|9.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.
Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience...
Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.
Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold.
This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers.
Microsoft Teams Contact Centre
Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way.
PH: 01789 387900
uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound)
- SMS, Email & Webchat in a Unified Inbox
- A Call Center Designed CRM
- Completely Customizable Reporting
- Voice Broadcasting
- Quality Control
- Live Coaching (Spy, Whisper, Collaborate)
- Many More Features & an Open API.
|18.)||Intelligent Contacts, Inc|
Intelligent Contact Center Suite
The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing.
Key ROI metrics:
• 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls
• Answering Machine Detection rates averaging 85-92%
• Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery.
• 100% TCPA-compliant auto dialer platform
• Unlimited line capacity and instant scalability
• Call recording and data storage (included)
• No agent s...
PH: 1 800 214-7490
|19.)||Lieber & Associates|
Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
LiveXchange is an online turnkey service designed to equip your corporation with the means to successfully develop and operate your own remote enabled contact center.
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