The COVID-19 pandemic posed unique challenges to businesses across various industry sectors and the call centers were no exception. The rapid and unexpected paradigm shift in customer service pushed call centers to make their agents work from remote settings for long hours. Thanks to advanced call center technology interventions, agents could prevent common lapses and maintain their operational efficiency.
This resulted in call centers recognizing the role of technology in providing superior customer support. By implementing the right technology solutions call centers can fine-tune their customer service approach, boost process efficiency, and minimize operational overhead. Although numerous technology trends are emerging, only a few are expected to govern the future of customer service in the post-pandemic era.
Curious? Let's explore these technology trends and understand what sets them apart.
Here are some of the technology trends poised to drive call center sustainability and success -
The role of AI in call centers is no more a forward-looking innovative technology standard; it is now a technology mandate that governs modern-day customer service. AI-assisted applications are being used for intuitive call routing to minimize the call wait times. Call centers are leveraging AI functions to streamline their internal processes. AI apps also present agents with multiple predictive responses to choose from while assisting their customers over calls. As AI systems collect and analyze customer information from various channels, they enable complete omnichannel support.
Offering agents with a unified view of their customers, AI technology is set to transform the way call centers function.
Data analytics is crucial for the smooth functioning of the call centers, as it enables businesses to analyze the customer journey. On the other hand, reporting software enables managers and supervisors to monitor agents' performances using real-time data. The data from these tools provide insights on crucial call center metrics such as average call handle time, agent idle time, and call resolution rates.
Therefore, reporting and analytics software is here to stay and help call centers reform their business functions.
Digital scorecards are being used increasingly to evaluate overall customer experience, assess call quality, and rate the overall performance of a call center. Such essential feedback enables businesses to identify contact center trends, detect areas for improvement, and boost customer satisfaction.
However, the trick here lies in customizing the scorecard for your call center to match your business priorities and the industry sector you work in. However, some of the areas that remain constant in scorecards include agent soft skills, compliance, call center processes, and outcomes.
Speech analytics is a popular call center tool that leverages speech recognition, pattern spotting, and text analysis to understand customer interactions better. This is extremely useful to search for conversations and identify customer service glitches such as the silent patches, hold times, and basic emotions of the callers.
Customers are increasingly contacting businesses through live chats, emails, and social media. Text analytics enables businesses to analyze written communications from various channels and derive actionable insights that help boost their contact center's performance.
Therefore, the implementation of speech and text analytics is expected to grow drastically.
Internet of Things (IoT) involves connecting the internet to physical objects and transforming them into smart objects. These smart objects can communicate glitches to the manufacturer directly before the customers use them. This enables businesses to address and resolve the issues proactively and save the time required for troubleshooting. Businesses can proactively monitor devices that may become problematic in the future and demand maximum customer service.
Integration of smart objects into customer service enables IoT products to contact call centers on behalf of the customers. As IoT enables agents to deliver excellent services, this technology is expected to create new waves.
Remote working options have forced call centers to grow beyond basic call support systems and deliver smarter solutions that assure unmatched customer service. The future of call centers relies on enhancing the customer experience, boosting productivity, and increasing profitability. With technology at the forefront, businesses are all set to improve their call center runs radically.
However, it is important to choose the right call center technology and keep up with the latest customer service trends. Partnering with the right service provider can be a great way to start embracing technology-driven changes, as these firms will have the latest and advanced call center tools and software, which can be used to your advantage.
If you use technology to provide customers with what they want, then the sky is the limit to what you can achieve!
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