Technology is always changing, and it’s transforming faster today than ever before! Systems we use now will likely be outdated in just a few years (but, hopefully not!). So, what does that mean for the contact center of the future? What technologies will shape the way we provide customer service?
Here are some key trends and predictions:
In the past, it was enough for companies simply to have a presence on key social sites. As long as you had a page, and you occasionally posted a cat meme or shared a customer’s comment, you were building awareness. Now, customers are using social media more broadly, and they expect to have service-related conversations online.
That means there can be no more half-hearted social media scanning as a way of managing your online presence! Instead, your team should be overtly engaged — regularly monitoring the traffic on your social channels, so you can control or correct information, respond to specific questions or issues, and participate in the conversation.
Chatbots and more complex artificial intelligence (AI) are transforming the way the contact center of the future functions. In doing so, they are improving the experience for both customers and agents.
Many call centers are already using automated chatbots to provide initial triage or to vet contacts. For instance, chatbots will collect the name and email of the customer, and then pass along that information to a live agent to handle the actual question.
In some specific cases (where answers are simple), chatbots can handle everything from the initial triage to the actual answer itself, and can help customers without there ever being an agent involved. Right now, this typically only happens when someone wants to know store hours, locations, or some other simple question. Usually, however, chatbots cannot handle the entire transaction from start to finish. This is particularly true for calls involving sales or complex support.
Combining chatbots with full-system integration gives agents the knowledge they need to further assist customers without missing a beat. Agents can be more efficient because they have instant access to the chatbot’s “conversation” with the customer and the preliminary information the chatbot gathered. That speeds call resolution and impresses customers — both of which are key goals for every call center.
Today, more and more call center technologies are becoming cloud-based. Legacy systems were expensive and slow, and it has always been difficult to integrate multiple channels in that environment. Now, cloud-based systems are designed to support multi- or omni-channel contacts within a single platform. As contact centers find themselves dealing with customers across an ever-growing number of channels, this single platform approach is crucial.
Adopting the latest technologies, like an integrated CRM, customized agent interface, and legacy technology integration software enables contact centers to provide the best possible customer service. And there is another benefit: Technology that makes the agent’s job easier and more effective just plain makes employees happier! In today’s environment, where hiring and retention are tough, taking steps to improve employee experience can be critical.
Nowadays, customers value a good experience almost as much as the product or service they're buying. From social media to chatbots and other innovative technologies, companies that hope to outshine the competition are putting the call center of the future into practice today.
Publish Date: July 31, 2018 5:00 AM
2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.
Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.
Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
|4.)||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.
Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
|6.)||Jointly International Inc.|
Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:
* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Virtual Assistant/Receptionist
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Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
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VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.
- Customer Service
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|10.)||Technosys IT Management|
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter
|11.)||Tru29 Outsource Solutions Inc.|
Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.
This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
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