5 Trends That Contact Centers Will Follow In 2019

While the management of a customer service center involves a laborious task, following the latest and most innovative trends can help contact centers to offer a quality service to their users.

5 Trends That Contact Centers Will Follow In 2019

Trend 1: The User Experience Is Key

At this time, each call center must be aware of the power of a positive user experience. Therefore, it is essential that you have a professional telephone support tool.

From the largest organizations to the smallest companies, today we know that a bad experience of a user is all that is needed to lose it forever, while constant bad service can ruin a business forever, especially with such a competitive market.

On the other hand, today’s users are willing to pay more for a better service. According to a survey, 86% of users would change brands if another company treated them better.

For this reason, the user experience has become an important aspect that call centers can no longer ignore. On the contrary, they are increasingly focusing on treating each caller with the highest level of service to ensure their satisfaction.

Trend 2: The Importance Of The Resolution On The First Call

The resolution on the first call is excellent for both the call center and users. For this, agents should be encouraged to receive the first call correctly. While there will be calls that are more difficult to resolve than others, it is important to offer users the best quality of care possible.

Monitoring the interactions of call center agents with users will help companies identify errors that leave the caller unsatisfied and / or frustrated. With proper identification and training, these problems can be avoided in the future.

Trend 3: Social Networks Are An Important Channel Of Customer Service

Social networks like Facebook and Twitter continue to become a key channel in customer service.

As an alternative to calls or emails, potential and existing users can contact the support team of a company through their social networks. Call centers must incorporate this aspect of user experience into their operations to ensure that users can communicate with them on as many channels as possible.

Managing queries through various social media channels can be the fastest method. However, as the conversation takes place in a public forum, best practices should be taken into account. In social networks, quick and efficient responses are the key. On the other hand, ignoring this channel can ruin the reputation of a company’s brand.

Trend 4: Each Channel Matters

Today’s users expect companies to respond through the same channel they use to interact with them. Therefore, if they interact with a contact center by phone or chat, they will not appreciate that the company responds by email.

Therefore, call centers must be ready to incorporate that aspect of user experience into their operations and give equal importance to all interaction channels. Only in this way will they be able to provide users with a multichannel service adapted to the digital age.

Trend 5: Management Of Agents

Most of the time, call centers do not meet the needs of users due to disconnected agents who lack the power and freedom to improvise or make a decision. Therefore, it is very important to train agents with knowledge, give them some freedom to make decisions and commit them through a culture based on reward. The contact centers must organize internal training to train, motivate and update their agents periodically.