5 Most Influential Contact Center Trends and Business Benefits
While the overarching importance of customer service has been the 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 trends solutions are becoming more advanced each year, which means you can expect to see customer experience tools and features that are highly tailored to improve your customer journey from sales to service with contact center trends.
Here’s a closer look at the Contact Center trends and experience management software trends you should be watching and using to inform your business decisions.
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 trends solutions and customer experience management platforms to elevate the customer experience and streamline operations with unparalleled automation tools and functionalities.
AI-powered contact center trends 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 contact center trends benefiting customer experience management companies include:
- Natural Language Processing
- Real-Time Language Translations
- Elevated Omni-Channel Customer Experience
- Enhanced Data Analytics
- Deeper Customer Insights
The Cloud Continues to Dominate
Cloud software systems and customer experience management tools are contact center trends growing at lightning speed for businesses of all types and sizes. While cloud systems and CX platforms 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 trends solutions and experience management companies offer other distinct business benefits, including:
- Cost Savings
- Up-to-Date Features
- Ease of Implementation
Remote Agents Grow in Number and Skill
Cloud-based contact center trends software and customer experience platform 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, contact center trends remote agents in the job market than ever before, and a cloud contact center with customer experience software enables you to expand your talent pool, boost productivity, and reduce your costs at the same time.
Reporting and Analytics Offer Increased Insights
AI technology is making a huge impact in data analytics, advanced reporting, and deep customer insights. With customer experience management software and 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 and customer experience management systems can also teach you a lot about your customers by compiling trend and behavior reports. With AI incorporated into such a system and customer experience tools, 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 a customer experience management program to track and improve agent performance and understand all the intricate ways you can deliver the best possible experience for your customers.
OmniChannel Becomes a Must-Have
Omni-channel support is one of the fastest-growing trends in customer care. According to PriceWaterhouseCoopers, the demand for an omnichannel customer experience is amplified by the need for near-perfect execution.
You can leverage the power of updated contact center trends software by serving your customers across all communications modes in a smooth and synchronous manner.
Improved employee empowerment and engagement
The COVID-19 impact on businesses has been drastic. Now, for businesses to stay competitive is imperative more than ever, but also in the approaches, they use to engage with their staff. Just as customer expectations have grown in the past few years, so have the expectations of the workers that make superior quality customer experience possible as contact center trends.
Businesses with contact center trends that want to stay in the competition will provide their staff with technology and culture that empowers a flexible, productive, and efficient workforce. Incorporating a contact center trends customer experience system or CX software is essential for employees’ empowerment, engagement, and long-term retention.
Improved FCR rates
Nearly 34% of U.S. customers stated that they were unable to connect to an automated IVR or a live person for support.
FCR (first call resolution) is a significant element for contact center trends customer experience management software vendors that define customer satisfaction. Mostly, customers experience complicated problems that need multiple interactions for getting the appropriate solution. When the customers have to contact support multiple times for the same contact center trends problem, the customer experience gets stretched. With co-browsing agents solve customers’ queries in the first contact center trends by decreasing the multiple calls back, call transfer, and forward to a call center supervisor time.
With the help of CX, contact center trends software businesses can improve their contact center trends support which further increases its lifetime value. A customer experience tool centralizes data, customer communication, and agent performance reports. It also improves agent productivity by service automation and offers customers access to self-help resources round the clock as contact center trends.
A robust customer experience management platform greatly helps in improving the quality of a business’s support team and draws leads and loyal customers. Moreover, most customer experience vendors allow you to track agent performance and service requests and run one-click reports. You must carefully analyze contact center trends customer experience software features and capabilities such as customer retention rate, customer effort score and average resolution time, and measurable customer service performance metrics.
Now that you know the most influential customer contact center trends and business benefits, you might be interested in incorporating the best customer experience management software in your business, we can help!
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