3 min
The constant evolution of technology is a reality. Technological innovations in the field of contact centers do not only represent an improvement of the experience and, therefore, customer satisfaction, but also help increase business efficiency.
In this regard, the company Nearshore Americas has recently published an article in which are described the five major trends that will be dominating the contact center market in 2017: Cloud Contact Centers.
In 2016, most contact center software companies have started offering cloud-based services under a pay-per-use solution, which is one of the many cloud advantages. While this is not an entirely new trend, it is an excellent choice for businesses due to benefits such as reduced costs, quick installation, or ease of service management, among others. In fact, there are studies that indicate that a larger proportion of organizations will base their contact centers -entirely or mostly- in the cloud in 2017.
Cloud contact centers can offer a customer service 24/7 and provide a real flexibility and adaptability to the needs of each company, regardless of its size. Moreover, they take advantage of the functionality of intelligent phone systems in the cloud such as routing, IVR, virtual voice mail or call recordings.
Omnichannel
Besides being on of the most used terms in the field of customer services this year, omnichannel has numerous advantages for customers by combining all channels of support and communication into an integrated experience. In this way, if a client makes a query via chat on the company website, a connection problem occurs, and the customer has to make the same query by phone, it is not necessary to explain everything again when changing the communication channel. On the other hand, omnichannel prevents from inaccurate and incorrect internal reporting.
Virtual Agents
With current technology and software, real-time monitoring of agents performance is very simple and it is possible to track every movement of the agents that choose telecommuting as a job option, so more contact centers have been actively exploring its benefits, for instance, through BYOD solutions. In a few years, it is very likely that one out of every three agents will be working from home because telecommuting reduces the employee attrition rate, improves their productivity, reduces costs and provides more flexibility for extended hours if the company operates 24 hours a day.
Self-service
Solve a problem without having to make a single call or start a chat session. The “Do It Yourself” also takes force in the field of customer service. For this reason, many companies are exploring the option of incorporating self-service portals, detailed FAQ sections and tutorials that allow customers to find information to solve basic problems. With a self-service portal, customers can search their problem online and follow the instructions to fix it. In the worst case scenario, if they have not been able to solve the problem, the portal may include a click to call button from which can be transferred to an agent who can help them.
Social Media
Currently, almost all companies have Facebook and Twitter accounts, platforms that many users use as customer services. However, the service provided on these social networks is far from meeting the expectations of customers; there are many companies that do not respond to questions or complaints and, if so, they automatically respond with a default template. Social networks generate conversations that can have a positive or negative impact on a company. Therefore, it is important that companies manage them properly and develop specific strategies regarding customer service on social media.
As these five trends show, keeping up-to-date in the field of new technologies is the secret to offer a better customer service, so companies should keep in mind that todays customers are not only more technologically savvy, but they can also improve or worsen the reputation of a company based on their experience.
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