{"id":31648,"date":"2019-02-21T07:01:46","date_gmt":"2019-02-21T06:01:46","guid":{"rendered":"https:\/\/enreach.es\/blog\/5-trends-that-contact-centers-will-follow-in-2019\/"},"modified":"2023-12-13T13:30:44","modified_gmt":"2023-12-13T12:30:44","slug":"5-trends-that-contact-centers-will-follow-in-2019","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/5-trends-that-contact-centers-will-follow-in-2019\/","title":{"rendered":"5 Trends That Contact Centers Will Follow In 2019"},"content":{"rendered":"

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.<\/p>\n

5 Trends That Contact Centers Will Follow In 2019<\/strong><\/h5>\n
Trend 1: The User Experience Is Key<\/strong><\/h5>\n

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

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<\/strong>, especially with such a competitive market.<\/p>\n

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<\/strong>.<\/p>\n

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

Trend 2: The Importance Of The Resolution On The First Call<\/strong><\/h5>\n

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<\/strong>. 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.<\/p>\n

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

Trend 3: Social Networks Are An Important Channel Of Customer Service<\/strong><\/h5>\n

Social networks like Facebook and Twitter continue to become a key channel in customer service.<\/p>\n

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<\/strong> to ensure that users can communicate with them on as many channels as possible.<\/p>\n

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<\/strong>. On the other hand, ignoring this channel can ruin the reputation of a company’s brand.<\/p>\n

Trend 4: Each Channel Matters<\/strong><\/h5>\n

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.<\/p>\n

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

Trend 5: Management Of Agents<\/strong><\/h5>\n

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<\/strong>. The contact centers must organize internal training to train, motivate and update their agents periodically.<\/p>\n","protected":false},"excerpt":{"rendered":"

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… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":31649,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[],"class_list":["post-31648","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center"],"acf":[],"yoast_head":"\n5 Trends That Contact Centers Will Follow In 2019 - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/en\/blog\/5-trends-that-contact-centers-will-follow-in-2019\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 Trends That Contact Centers Will Follow In 2019 - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"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... 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