6 Key Predictions About The 2020 Contact Centers

The performance of contact centers is related to the ability to respond, understanding user problems and the use of competitive rates to attract potential customers. Staying alert and looking for indicators to increase and close sales in the short term can be an arduous challenge for agents if a good strategy is not available.

6 Key Predictions About The 2020 Contact Centers

Does your contact center have the necessary tools to improve your productivity? Do you take advantage of the latest technologies to speed up lead acquisition? The trends that come for 2020 in the field of customer service will help make call centers more productive, reduce costs and capture the best leads for the growth of the organization.

1) Cloud-based Contact Center Service To Reduce Expenses

With a contact center in the cloud, you will have the agility and flexibility to serve a wider audience without allocating a portion of IT and infrastructure spending.

With a sophisticated CRM and real-time communication tools, the call center can focus on attracting potential customers. This allows the hiring of qualified agents without worrying about their geographical location, since the cloud allows companies to create a remote workforce (telecommuting) to help users anytime, anywhere.

2) Omnichannel Approach For Greater Customer Retention

The omnichannel maintains consistent and unified communication through channels that allow efficient monitoring. Therefore, agents can extract user information from their previous interactions instead of forcing them to repeat their problem or query again and again. According to research, companies that take advantage of omnichannel retain 89% of users, while organizations that follow traditional methods maintain only 33% of them.

3) Interactive Voice Response With AI

Over the years, the interactive voice response (IVR) has been the basis of contact centers and will continue to advance in 2020, driven by Artificial Intelligence (AI). The intelligent IVR is one of the key technological trends of the call center by 2020. It can interpret accents and tones more accurately than traditional voice recognition software. Users who are reluctant to wait in the queue show an inclination towards AI-driven IVR systems that assign the caller to the appropriate agents or departments in each case.

4) Advanced Self-service Tools To Free Agents

Self-service tools have proven effective in handling most problems or preliminary consultations where live agent support is not mandatory. Surveys have demonstrated the user’s strong inclination towards self-service solutions on agent support. Self-service solutions include frequently asked questions and tutorials that educate users to solve generic problems on their own.

In 2020, self-service tools will see an increase in their adoption because most companies believe they will free agents to focus on tasks that require more personalized attention. Tomorrow’s smart organizations are already building an easy-to-use resource library that includes a virtual agent.

5) Analysis-based Businesses To Improve Services

Analytics is the most powerful part of any data based business and will continue to be a central part of the business strategy in 2020, as it makes it easier for companies to make the right decisions and grow in the right direction. To understand the epicenter of a problem, it is essential to examine the performance of the agent.

By doing so, you can reveal what users prefer and how better service levels can be offered. As? Following up with users by email or by phone call to assess their satisfaction with service levels. Quality assurance software will measure multiple criteria, such as resolution time, number of calls, etc. Contact centers can use this knowledge to understand if the user prefers self-service or live agent support.

6) Implement Message Recovery

With the exponential growth of technology, it is possible to filter unwanted or erroneous communications without compromising service levels. In 2020, more call centers will exploit the message filtering technology that will verify the erroneous ones without affecting the customer service experience or the conversation flow. Message errors and erroneous information (if any) can be resolved without wasting time and money.

In conclusion, with more and more competition, those companies reluctant to follow market trends will have a better chance of failure. The adoption of technology and the change of strategy will not only unload agents to focus on other challenges, but also realign the call center to be more productive.