THE 9 MOST IMPORTANT CALL CENTER TECHNOLOGY TRENDS 2019
1. Artificial Intelligence Integrated Into Customer Interactions
The future of customer experience is artificial intelligence. Artificial intelligence is popping up everywhere and changing how customers interact with brands. In fact, by 2025, an estimated 95% of customer interactions will be supported by AI technology.
From chatbots to automation, artificial intelligence helps brands learn more about their customers to enhance personalization. Here are just a few of the ways brands are leveraging artificial intelligence and machine learning to make customer experiences better
2. Digital Transformation
Digital transformation spending will approach the $2 trillion mark in 2022, good for a 16.7 percent compound annual growth rate, according to IDC. The big question will be how much of digital transformation spending will deliver returns.
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IDC said spending on technologies and services that enable digital transformation of businesses will hit $1.97 trillion in 2022. Part of the digital transformation spending boom revolves around the reality that every technology–IoT, artificial intelligence, cloud, 3D printing, 5G, automation, edge computing and a lot more–can be lumped into the cate
3. Better Contact Center Analytics
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4. Omni-Channel Communications For All
The more technology advances, the more it’s integrated into our daily lives. Even as you read this article, I’d venture a guess that you have several internet-connected devices within arm’s reach.
As we continue down these innovative pathways, we’ll continue to see technology become more important to our day-to-day living. The lines between what we do online and in real life will begin to blur.
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And as people change their behaviors, marketers, salespeople, and customer support reps will need to react. Instead of thinking of a desktop experience, a mobile experience, a tablet experience, and an Apple Watch experience, we’ll need to pursue one, holistic approach — an omni-channel experience that customers can use whenever they want.
5. Widespread Adoption Of Cloud Communications In Call Centers
Cloud communications is becoming a vital part of any successful business. Simply put, cloud communications is internet-based voice, data, and video communications. Businesses are rapidly adopting cloud communication strategies. Why? Improved business agility, cost savings, and access to more features, among numerous other reasons. In fact, 80% of all businesses will adopt cloud communications by 2020, according to a study found in BusinessWire. Cloud infrastructure and applications are now replacing traditional business communication equipment, giving businesses access to reliable communication services at a lower cost. In addition to these benefits,
6. More Robust Customer Satisfaction Measurements
Guest post: Harvey Hammond
Customer satisfaction is difficult to measure due to several reasons. Counting on customer satisfaction owing to their feedback is not the case because most people prefer keeping quiet when satisfied.
Some people see no need of contacting the service provider while others seek to pass their complaints.
Requirements for customer satisfaction are not only unique but difficult to quantify. Setting standards and improving employee relationships with customers is central strategy of measuring customer satisfaction and ensuring that success is determined
7. More Remote Call Center Agents
More people are working remotely than ever, thanks to the proliferation of online productivity and communication tools.
In 2016, 43 percent of employed adults in the USA claimed to spend at least some of their time working remotely. This was a four percent increase from 2012, and the figures are expected to keep rising in years to come.
If you have a team of remote call center agents, managing them efficiently can be a little more difficult than an in-house department. They aren’t all based in one location, which makes the process of supervising and motivating them somewhat daunting
8. Continued Emphasis On Self-Serve Documentation
We saw a lot of changes to the call center and customer experience landscape in 2016. Cloud communications and virtual agents were on the forefront of everyone’s minds, and social media was more important than ever. 2017 is shaping up to be the year of strategic thinking: better analytics, more intentional social media conversations and innovative ways to involve artificial intelligence. To help you stay on target for 2017, we’ve identified eight of the most influential trends affecting centers so far.
9. Two-Way Social Media Conversations
Since the dawn of social media, brands have been trying to engage and interact with their prospects, leads, and customers in a way that is more human.
One way that companies and brands can achieve that type of relationship is through social media.
Companies don’t want to be seen as power hungry. Instead, companies want to engage and interact by educating and personalizing their consumers’ online experience.
Check In On Key 2018 Trends in Contact Center & Customer Experience
Customer expectations are at an all-time high and today companies need to know what their customers want and deliver a positive customer experience if they are going to see success. While it seems simple enough, customer experience (CX) trends and expectations continue to change year after year. Moreover, each new strategy claims to be the one thing businesses must embrace to make it in the current customer-focused society. From big data to artificial intelligence to digital transformations, it can be challenging for businesses to keep up with the changes let alone embrace the right ones at the right time.
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