5 Most Influential Contact Center Trends and Business Benefits
While the overarching importance of customer service has been a main business component for decades, technology and customer savviness are changing the service industry as a whole- and creating a new set of customer expectations.
As a result, contact center solutions are becoming more advanced each year, and in 2019 and beyond, you can expect to see tools and features that are highly tailored to improving your customer journey from sales to service.
Here’s a closer look at the Contact Center software trends you should be watching an using to inform your business decisions.
1. AI Meets Customer Interaction
AI is making a swift and dominant move to the business software mainstream, and AI capabilities are being infused into contact center solutions to elevate the customer experience and streamline operations with unparalleled automation tools and functionalities.
AI-powered enhancements provide an array of great tools and benefits your business can use to boost the success of customer interactions and support efficiency in your company.
Some of the main AI tools benefiting contact center solutions include:
- Natural Language Processing
- Real Time Language Translations
- Elevated Omni-Channel Customer Experience
- Enhanced Data Analytics
- Deeper Customer Insights
2. The Cloud Continues to Dominate
Cloud software systems are a trend growing at lightning speed for businesses of all types and sizes. While cloud systems have been heavily trending for several years, it’s for good reason, and adoption rates of cloud-based contact center software are expected to only increase further this year.
Cloud-based contact center solutions offer other distinct business benefits, including:
- Cost Savings
- Up-to-Date Features
- Ease of Implementation
3. Remote Agents Grow in Number and Skill
Cloud-based contact center software is affordable for businesses in every stage of growth, and is extremely easy to access and use through an internet connection. This means that you enjoy the advantages of a remote workforce, and even scale your customer service to a 24/7 operation easily to service your customers around the clock.
There are more skilled, remote agents in the job market than ever before, and a cloud contact center enables you to expand your talent pool, boost productivity, and reduce your costs at the same time.
4. Reporting and Analytics Offer Increased Insights
AI technology is making a huge impact in data analytics, advanced reporting, and deep customer insights. With AI incorporated into your Contact Center reporting tools, you can glean more insights into:
- Customer Insights
- Agent Performance
- Productivity and Profits
AI powered reporting tools can also teach you a lot about your customers by compiling trend and behavior reports. With AI incorporated into such a system, you could easily gather and analyze customer data from your sales, support, and social channels and learn more in-depth insights about your ideal consumer.
You can also use this functionality to track and improve agent performance and understand all the intricate ways you can deliver the best possible experience for you customers.
5. OmniChannel Becomes a Must-Have
Omni-channel support is one of the fastest growing trends in customer care. According to PriceWaterhouseCoopers, by 2020, the demand for an omni-channel customer experience will be amplified by the need for near perfect execution.
You can leverage the power of updated contact center software by serving your customers across all communications modes in a smooth and synchronous manner.
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