5 Trends Emerging In Contact Center Industry

Driving brand-differentiating customer satisfaction in this increasingly growing competitive business environment can become a highly troublesome task without proper technologies in place. However, undoubtedly, companies can increase their brand loyalty and customer servicing skills with effective implementation of technologies.

Managing communication ebbs and flows may give away sleepless nights to contact center owners and hampers business productivity. Well, an ultimate escape from such troubles – cloud adoption is emerging as a business staple. Companies are increasingly embracing cloud solutions to empower businesses with agility and offer instant response to customer concern from any location. Here are the top 5 trends that are emerging in contact center industry.

1. Smart Self-Service Platform

The rise in the number of self-service channels has lowered the number of live calls significantly. Ranging from troubleshooting issues to resolving general customer concerns, self-service apps are increasingly used by customers as one of the most preferred channels for resolving queries. Feedbacks and concerns associated with any kind of product and services simplify the task of providing feedback. It streamlines the customer-agent interaction as they also, provide the ability to route the calls to the mobile extension.

2. Administering Video Chat

Companies are increasingly using video chat as an effort to enhance customer service experience. It is predicted that over 100 of the 500 largest global businesses will be introducing video-based chat by 2018 for conducting customer-facing interactions. Well, the reasons behind the growth of these video-based channels are quite obvious as they help to create a more engaging experience and offer a more affordable, convenient way to agents to serve customers.

3. Growing Use of Marketing Automation Tools

An ideal way to improve customer service experience is to create and deliver highly personalized, useful content dynamically that leads to lower down customer churn rate as customers get the desired information in time. Marketing automation tools offer powerful and easy lead management capabilities that enables companies to execute complex campaigns effortlessly and manage time efficiently.

With these tools in place, data-driven strategies can be put in place to streamline customer data management and filter the leads that can help to improve revenue numbers.

4. Smarter Customizable Dashboards

In the increasingly growing competitive business environment, the speed at which information is generated and the information itself are equally important. Dynamic dashboards help to set most of the business operations on auto-pilot and provide real-time visibility into business key performance indicators (KPIs) such as statistical data, traffic patterns, agents’ average call handling time.

This way businesses can save a lot of time otherwise wasted while digging through the data. It helps to maximize the potential of data and gives businesses ability to meet customer demands effectively.

5. Agents’ Accessibility to Desired Resources – Anytime, Anywhere

Cloud-based platform compiles all the shared up-to-date data and agents get access to centralized information through customizable contact center wallboard. Any software/application can be accessed using centralized web-based portal. Individual calls automatically get displayed over the centralized application such as Salesforce and gives access to reports that comprises performance metrics. Having access to performance metrics helps to develop complete impact of various channels used for customer service and make the necessary changes accordingly.

6. Integrating APIs in CRM Platforms

With API integration developers and agents can access multiple CRM platforms via single, unified interface. Customer.guru is one API that helps to schedule new surveys and products and services can be optimized using responses received from these surveys. There are APIs that offer net promoter score (NPS) platform integration with existing applications and provide customer service scores in real-time. Support kit API offers customer engaging platform designed with messaging features that help to engage with the customers easily.

Wrapping It Up

All-in-all lagging behind technological advancements can put a big negative impact on customer service department and may lower the revenue making the capacity of businesses. So, staying-in-pace with technological advancements gives businesses a boost to enhance their services and create multiple channels to resolve customer service issues easily.