Call Center Industry Trends 2013
April 19, 2013
Social Network. Before, call center agents simply carried out phone calls. With the advent of the world wide web, consumers across the world are now using social media tactics to research about products, express opinions, influence brands and reach out to companies, so agents are expected to interact with customers on social channels like Facebook Twitter etc.
Caller’s Emotional Analysis. Almost all companies are prioritizing callers according to how emotionally heated up/angry they are at the time of making the call. The reason why this technology is being internationally adopted is because of its positive impact on the caller experience and call center key performance indicators (KPIs). This is mainly an automated way to analyze a caller’s emotional status by taking into account various factors like their pitch, timbre, tone and also how quick they speak.
Virtual Assistants. Call center companies bridges the gap between the web and the call centers through the use of virtual assistants. While this was not an easy task to accomplish, the popularity of effective virtual assistants has definitely narrowed this gap and has worked towards better connectivity between the ever-expanding internet and the call centers.
Smart phones. The rise of mobile application development has brought grand changes in the smart phone customer service channels and thus making it the key mode of availing such services for many customers. Trusted sources predict that smartphone customers shall use their devices to access the Internet in the next three months.
Enhanced Cloud Computing usage. Cloud computing will play a very crucial role in helping contact centers to operate more efficiently, and can help organizations maintain the right balance between traditional on premise resilience and the flexibility offered by the latest state-of-the-art cloud enabled technologies.
Collaborative Tools and End-to-End Customer Feedback. End-to-end feedback processes are extremely important for increased efficiency and productivity of any call center company. Well, this obviously means companies, small and large alike, will exacerbate their efforts to put end-to-end feedback processes in place across all communication channels both traditional and social. Hence, vendors will start providing the next generation of collaborative communication tools, sentiment analytics, and the ability to close the loop with the user.
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