Call centers have evolved a lot over the past several years thanks to a plethora of emerging technologies that continue to change how customers and brands interact.
These technological breakthroughs are optimizing customer service processes and reducing operational costs. The best part? Customers are also getting plenty of benefits from these emerging trends as well.
There are no two ways about it: If you invest in these technologies, your brand and customers have everything to gain.
Do you want your call center to stay head and shoulders atop the competition? Then you’d do well to consider adopting the following technologies.
1. Cloud computing
Cloud-based solutions have been elevating the call center industry for years, and they continue to do so.
And the cloud is showing no signs of slowing down. According to a Forrester report, the global cloud market share of $146 billion from 2017 is expected to rise to $236 billion by 2020.
It’s not hard to understand why. Cloud-based solutions, after all, promise greater scalability, better security, and improved efficiency in many areas of call center operations, resulting in better customer service and higher ROI.
2. ‘Smart’ IVR Technology
IVR technology has made significant gains over the past several years thanks to its integration with automated solutions, cloud-based technology, and advanced analytics software — just to name a few.
Call monitoring has never been precise and comprehensive as it is today. As a result, call centers are getting more relevant and accurate insights about their customers, allowing them to provide much better service across the board.
To top it off, ‘smart’ IVR technology has become even more consistent in routing customers to the correct departments, improving first call resolution and enhancing overall customer experience.
3. Agile CRM Systems
With the way APIs have become more versatile lately, the integration of CRM systems with multiple applications has become even more seamless.
As a result, call centers have become even more effective in acquiring relevant customer data from all communication channels.
This, of course, paves the way towards a more robust omnichannel service. Whatever platform each client prefers, agents can have a full view of his or her interactions with the brand and therefore are able to deliver a more consistent and personalized service.
4. Workforce Optimization Software
Workforce management has always been integral to maintaining a more productive workforce. But to maximize the competencies of the workforce in the long term, the scheduling, forecasting, and tracking of employees have to take into account all relevant data.
That’s not always an easy task for the workforce staff.
Thankfully, most workforce optimization software available these days are powered by robust AI algorithms and predictive analytics that not only help call centers streamline workforce processes but also generate forecasts with high accuracy.
Today’s customers are more technology-savvy than ever. If you want to keep them satisfied and engaged with what your brand has to offer, you have to keep up with the latest technological trends.