28 Aug

Ushering in a Contact Center Technology Wave in 2016

Ushering in a Contact Center Technology Wave in 2016

The very words “Contact Center” mean that customers are definitely going to interact with your company to meet their needs. It could be for any number of reasons such as advice on how to run a program, guidance on applying for credit cards and the like. Through each and every such communication, businesses stand to gain when they make a personal connect.

There is an overriding need to convert routine calls into snippets of personalization; and this can be achieved by leveraging customer information through preference, CRM and interaction history data―thus casting a positive impact on customer experience in near real-time. The faster this is done, the greater the possibility of building loyalty and enabling targets are met.

Besides, always try to finish your customer’s goal in the same channel in which they started. On successfully completion, they can be referred to alternate channels available to help them attain their goal.

No one can discount the importance of contact center agents, because as they affect the revenue stream of their companies through their work. The real worth and skill of agents lies in the fact that they are a goldmine of insights on customer behavior and trends which can help their respective companies make informed decisions in terms of revenue generated and eventual spend.

Owing to the ever-changing nature of customer relationship management and strides in technology, call centers need to incorporate efficient strategies that will enable them to optimize their operations. Given these steady winds of change, it is expected that in 2016 contact centers will vastly improve processes and call center departments can be placed in a position to contribute manifold to revenues of an enterprise.

Taking the Multi-channel Route

Gartner, Inc has predicted that over the coming years customers will manage as much as 85% of their business relationships without human interaction. This will force businesses to divert a considerable portion of their revenue stream into multi-channel call center solutions to meet this need.

This will help your call center agents connect with customers via their preferred method and will result in higher customer satisfaction marks. It will serve well for companies that are reluctant to spend monies towards this end to realize that customers who prefer automated self-services have doubled to 55% in the last five years.

Already we have witnessed a significant reduction in call waiting time across different centers as larger numbers of customers are connected and served through automated channels such as phone, live chat, social media and email. Therefore, call agents will find themselves donning a new role as they will called upon to focus on callers with complex inquiries or challenges that cannot be serviced through more automated systems.

Cloud Contact Centers

Reduction in overall cost is one of the main objectives of almost every enterprise―but it is no longer the dominant driver. Ever since many contact centers turned to the cloud, they have been thrall about the innumerable benefits it offers, such as:

  • Faster deployment
  • Flexibility and scalability
  • Ease of managing remote agents

According to recent surveys, 18% of call centers will be cloud-based by the end of this year. Gartner further suggests that in 2016, 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.

Optimizing Workforce

The more efficient a workforce is, the more improved their customer relationship management. Translated, it means higher revenue for the company. Businesses are currently in the process of attempting to optimize their workforces by adopting the latest technologies. In the months ahead, enterprises are expected to leverage metrics to improve their call centers activities.

Last year, a small chunk of businesses amounting to barely 31% took an active interest in monitoring customer interactions to assess quality, a report by Forrester Research stated. However, this number is skyrocketing this year, thanks to state-of-the-art virtual call center software features that allow companies to target, monitor and improve key performance indicators (KPIs); view standard metrics in real time and ensure industry regulation compliance.

The data generated will help boost quality management by enabling companies to pay attention to issues such as skill deficiencies in their systems or respective agents. This year is therefore touted as the one in which new parameters will be set for the cream among call centers to race ahead by utilizing effectual strategies and technologies.

Enterprises should realize Benefits of Contact Centers

In order to run an effectual and efficient business it is imperative to get your agents and the contact center to align their goals by keeping an eye on the larger picture. Shirking responsibility in relation to a customer’s preferences or experiences is not going to benefit anyone. But if a committed effort is made to join hands and address the concerns by seeking viable solutions, the floodgates of productivity will be thrown wide open.

By meeting or getting personnel from various departments, including non-customer-facing teams and external stakeholders, to sit across the table and discuss core issues, a certain amount of camaraderie can be developed and this can be leveraged to improve customer experiences.

Contact centers can therefore contribute in an extraordinary manner to the fortunes of a company. As individuals, and collectively, they can create new opportunities and enhance the brand value substantially.