The latest trends in contact center technology
Government lockdowns and restrictions in 2020 caused significant business disruption in several industries and organizations.
The contact center industry is no exception. Many call centers have been forced to adopt new technologies.
This is the only way for them to successfully facilitate the evolution of working practices.
In 2021 and beyond, contact centers that want to deliver the best customer experience in the UK or around the world must continue to adapt to trends.
Staying on top of recent industry changes can set one call center apart from others.
Indeed, current trends allow contact centers to implement new techniques necessary to better serve their customers.
In this article, we’ll identify and discuss the latest trends in call center technology that every business organization should try to fit into their contact center arsenal.
Cloud-based software solutions are here to stay
Last year, over 62% of businesses moved all of their call center operations to the cloud. (1)
Storing their data in a centralized location offsite provided them with several advantages, including:
- Cost reduction
- Better accessibility
- More efficient data
- Management of agents
- Improved security
As 2021 draws to a close, the good news for contact centers that have migrated to the cloud is that cloud-based solutions will remain in effect.
The reason for this trend? The continuous move to work from home setup (WFH).
Cloud-based call center systems provide the flexibility required of the WFH model, allowing companies to diversify their agents across multiple locations and seamlessly ensure business continuity.
With cloud software, sales reps can access the same tools regardless of their location and time zone.
A seamless omnichannel experience for customers is a must
Many companies have stepped up their online presence last year due to the blockade during the pandemic. It was the only way for them to continue to operate.
As a result, consumers can now reach most brands through multiple platforms.
In fact, 66% of customers now expect to be able to connect with businesses through social media platforms like Facebook and Twitter. (2)
This is why offering an omnichannel experience to customers through contact centers is becoming fashionable. In fact, it is no longer a choice but already a must.
Call centers must meet customer expectations for a personalized yet seamless experience on the phone and all digital channels.
The need for a seamless omnichannel experience is why more and more businesses are turning to contact center platforms that could integrate different channels on a centralized interface.
A unified, integrated omnichannel platform will help your sales reps communicate with customers from a single medium and give your customers the freedom to select a channel through which they want to reach your business.
Integration of essential business tools To make contact center software more efficient
The latest trends in call center technology also point to the integration of essential business tools with contact software.
This is why most modern call center systems now have options to integrate various third party applications.
This will make them better equipped for the recent changes in customer service and sales.
Some of the business applications that companies are building into their contact center solutions include:
- Customer relationship management tool (CRM)
- Marketing software
- Accounting tool
- Customer service software
- MS office
- Google apps
Call center software is a system that helps agents and representatives have a productive conversation and forge a stronger relationship with customers.
By integrating the above mentioned business applications into the system, the tasks of agents and representatives become simpler.
Automation of certain processes to improve the use of resources, provide proactive customer service and improve efficiency
There are many privileges to leveraging artificial intelligence (AI) in contact centers.
For example, AI helps businesses automate some of their call center processes. They can thus improve the use of resources.
Imagine how much the usual staff training costs a company can afford to cut if they can get artificial intelligence to do some of the agent’s tasks.
Another benefit that AI brings to the table is proactive customer service.
The technology enables companies to accurately analyze patterns of customer behavior across all channels.
The result is a more personalized and proactive customer experience, as contact centers can predict possible sources of customer frustration, allowing them to avoid problems before they arise.
At the height of the COVID-19 crisis, AI has also become essential to the operations of many companies’ call centers, as it has enabled them to handle increased call volumes and reduced wait times. .
In addition, companies can significantly free up agent time, which helps improve the flow of their call centers.
Mobile technology is on the rise
In 2021 and beyond, contact centers need to leverage mobile technology in their operations to ensure business continuity.
Mobile call centers are real, even if they can look amazing.
With a reliable call center app or browser-based software, agents can provide high-quality customer service using only a smartphone connected to a stable internet connection.
Modern contact center applications function as complete call centers with business-ready features, increasing the productivity of remote agents or representatives.
To take with
Businesses need to equip their contact centers with new technologies to deliver the best customer experience and stay ahead of the competition.
The trends discussed above would serve as valuable benchmarks both for companies interested in setting up a call center and for those wishing to improve an existing one.