When it comes to improving the Customer Experience with better technology, 2019 is shaping up to be the year of strategic thinking with focus areas like better analytics, more social media conversations and innovative ways to involve artificial intelligence.
To keep you informed and help you stay on target with your plans, we’ve identified the most influential strategic trends affecting call centers this year.
- Artificial intelligence integrated into customer interactions – Businesses are getting deeper into predictive analytics, using artificial intelligence (AI) applications to help streamline call center experiences for customers and agents. Early adopters continue to hone AI applications for call routing, and more connections are being forged between various media channels to improve the customer experience.
- Better contact center analytics – Gone are the days of relying on supervisor skill and know-how to get the most out of contact center agents. Now, even smaller businesses are taking advantage of sophisticated analytics to turn data – like call and screen recordings, chats, SMS messages and more – into truly useful feedback for their agents. More businesses are displaying statistical dashboards on user interfaces, so call agents and managers can get real-time updates on customer experiences.
- Omni-channel communications for all – Omni-channel communications continues to separate proactive businesses from their more reactive counterparts. This holistic view of the customer experience is helping businesses give customers a more personal feel to resolutions. Unifying customer communications across channels enables businesses to resolve issues faster and helps sales agents identify better opportunities for future sales.
- Widespread adoption of cloud communications in call centers – Cloud communications has become particularly important for contact centers. With the steady increase in remote call agents, cloud communications are a necessity for businesses that want to take advantage of seamless team communications and collaboration. With the cloud, traditional office-based contact centers can take on new locations, grow and contract workforces as market needs demand.
- More robust customer satisfaction measurements – Businesses approach customer satisfaction measurement in different ways, but slick all-in-one measuring tools seem to be holding steady. No matter which measurements businesses are using, special care needs to be taken when addressing the customer experience across digital channels. Using effective reporting and analytics tools that are integrated with your communications systems makes this process automatic and valuable.
- More remote call center agents – Lower overhead, time zone flexibility, and flexible working hours have made remote contact center workers a stable trend for 2019. With constantly improving and unified cloud communications, remote workers have become a permanent and beneficial part of the contact center environment. With collaboration tools, contact center agents can take their work mobile, with access to real-time analytics and customer context.
- Continued emphasis on self-serve documentation – There is greater emphasis on self-service, problem-solving information on business websites. Giving customers information quickly helps reduce call volumes, and easy-to-navigate FAQs help narrow down calls to those with sufficiently complex issues. Quick access to self-serve solutions to problems also contributes to customer satisfaction and reduces overall call times.
- Two-way social media conversations – The way businesses approach their social media conversations is changing. It’s not enough to make witty posts or share images. Customers are looking for a two-way social media conversation, and when they interact with businesses online, they expect a personalized and immediate response.
Ready to explore how these Contact Center trends can be applied in your business? Contact us today at (703) 321-3030 or firstname.lastname@example.org.