Call Center Trends in 2020

Most companies are only as efficient as the call centers they use to engage customers. Call centers, for their part, are always looking for new ways to serve their clients. They understand the importance of evolving to meet new challenges. This is why their technologies and tactics never remain the same. With 2020 already underway, […]

Most companies are only as efficient as the call centers they use to engage customers. Call centers, for their part, are always looking for new ways to serve their clients. They understand the importance of evolving to meet new challenges.

This is why their technologies and tactics never remain the same. With 2020 already underway, these are some of the trends they will either adopt or which will transform the way they do their work.

The Cloud

Cloud-based call centers are going to gain prominence. This is because administrators understand the heavy cost that is associated with managing large teams of call agents situated within a single office. With cloud-based technologies, the use of remote platforms will grow as companies realise that they can hire and utilise the services of call agents from distant geographical locations.

A remote workforce can cater to the needs of customers at any time of the day or night regardless of their location.

AI

There is no escaping artificial intelligence. Call centers are already using AI to streamline their operations. AI applications are used to direct incoming calls and ongoing conversations to the most qualified call agents.

The technology is also used by administrators to identify and resolve weaknesses in the way call agents interact with clients by analysing past engagements. The involvement of AI in the work of call centers is going to grow.

Call centers will learn to use AI’s predictive power to generate the best responses to the relevant queries. AI will enable call agents to retrieve all the information associated with the client that a call agent has engaged in an instant, giving them the tools they require to satisfy the needs of the client.

This will make the customer experience so much more consistent.

Omnichannel Communication

The objective of Omnichannel Communication is to enable seamless customer interactions across a wide variety of mediums. For the longest time, companies were quite static in the way they engaged customers.

They had a limited array of devices through which they expected customers to reach out to them. But that has changed. Customers have far too many communication options and they hate the idea of being restricted to one medium. They want to be able to reach your call center using whatever means that suit them.

And this is where omnichannel communication enters the picture. Companies are going to start abandoning their silo mentality in favour of enabling consistent and convenient interactions with customers across all available channels.

Data Analytics

Today, many call centers rely on the intelligence of managers and call agents to make decisions. They use the experiences of their employees to shape their policies. But this is going to change. Call centers are going to become more data-driven than they have ever been.

You can blame this on AI tools that enable businesses to capture vast quantities of data, turning it into meaningful information that will determine the direction call centers take.

Self Service

Call centers are already going this route. They understand that the easiest way to reduce the waiting times of callers is to provide online tools that customers can use to help themselves. They want the call center to become the customer’s last resort.

The rate at which call centers are adopting and deploying self-service tools for customers will multiply as they realise that it can actually reduce the length of their call queues.

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