Article : Contact Center Technology: 9 Top Trends for the Upcoming Years
Contact center technology is continuously updating and going on to higher levels. It is important for the contact center managers to open their eyes and adopt new technology. In this article, Nabahat Shanza, Content Writer for Dialer360 is going to suggest some ideas about Contact Center Technology Trends for coming years.
The year 2017 is predicted as the year of new technology and its development. It will affect the upcoming years in the field of technology positively. As most of the businesses depend on the technology and its change, similarly contact center business is nothing without technology. There are continuous changes in the trends of contact center technology and it proves that this industry grows up day by day.
There are many changes held in the contact center technology but the upcoming years will make a tradition of new technology in business. Without updated technology, no contact center will continuous it’s running in the race of market.
Here I am going to elaborate 9 uppermost technology trends for the uplift of the contact center business.
- Call Recording:
Automatic call recording is introduced in the past year and it is really very versatile and useful for the agents who do hundreds of calls daily. Sometimes, agents forget to press the recording button and they lose the chance of recording calls. But now they do not get the headache of pressing the button. New technology allows them to record calls without pressing any button. They have to only receive the call and the automatic recording software record the call efficiently.
This can ease the agents and give an authentic record to the managers of the contact center. By this agent’s productivity increase with the uplift of customer’s satisfaction.
- Live Chat:
Customers of today do not like to wait for a moment in the process of their help by contact center agents. So, the new minds of the technology have an idea to promote live chat on the web pages of the company. Companies like Dialer360 are providing live chat in their services to give ease to their customers. By this customers can get the connection with live support agents on the spot and get the solution of their problem.
- Cloud Contact Center:
The Cloud Contact Center is predicted to become the number one platform of choice for many businesses. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of the last year. More than half of the Global 1000 companies will store sensitive customer information within the cloud. Therefore, companies will increasingly adopt virtual call centers due to improved security and efficiency.
While cost reduction is typically the main factor when investing in an enterprise solution. It’s no longer the only promoter for moving to Contact Center as a Service. Other noteworthy reasons are:
- Speed of setting out
- Flexibility and scalability
- Ease of operations
- Customer Satisfaction:
The demands of the customers change with the change in time and technology. The customers of the new era are more demanding than the past. In this context, contact centers have to modify their technology and update it according to the need of the customers.
Rather than focusing on average call handle times, the online retailer almost exclusively centers on "Negative Response Rate (NRR)," a good indicator of both customer resolution and satisfaction.
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Nowadays customers have quick access to wide range of channels, and they have a lot of choices about it. To complete the needs of your customer it is important that the customers should give the continuous service. If you miss a customer for a single time, there is the chance you may lose him/her.
That’s why completeness and consistency are so critical. So, you must be sensitive about the providence of your all channels which you show on your site page.
- Self Service:
Customers feel easy to help themselves instead of calling an agent and wait for his or her answer. Self-service provides customers the opportunity to resolve the problems on their own, this means they don’t need to contact the customer service team of the company.
It is a double win for companies as it reduces costs and offloads support capacity at the same time. It also helps in increasing customer satisfaction by enabling customers to solve complex problems when and how they want.
- Social Media:
Many customers like to voice their complaints on social media instead of calling a call center representative. For this reason, social media will become a critical component within the call center going forward. The current challenge may be collecting and harnessing the data for real-time use within a call center platform, but it should become less of one as data integration capabilities improve.
- Automatic Call Back:
Sometimes agents get busy on other call and they missed some calls, after that it is difficult for them to remember those missed calls. Automatic call back service can redial missed calls in order to connect with customers. It give comfort to the agents as well as the feeling of priority to the customers.
Customers feel happy and friendly when they get call back to solve their problem. You will become more trustworthy in front of customer and it will flourish your business.
- Proactive Customer Service:
Offering proactive customer care is a must. The days are gone when your agents used to wait for customer’s call or email. Companies should know when the customers are having trouble and must reach out before they have a chance to pick up the phone or before they know there is an issue. And all of this is possible with the help of a customer engagement center platform.
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About Nabahat Shanza:
I am Nabahat Shanza, working as a professional content writer in a leading call center software provider company named as Dialer360. You can contact me on Twitter: @nabahatShanzA, LinkedIn: nabahat-shanza-b2025a130/, Facebook: https://www.facebook.com/nabahat.shanza.
Dialer360 is a contact center software provider company. Dialer360 is an automatic Dialer which gives you the best quality of voice recordings with the perfect accent for your valuable customers.
Published: Monday, April 17, 2017
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