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In this PDF, we will go through some of the most influential trends that we are likely to witness in 2020 that may have a substantial impact on the functioning of the contact center industry.
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Contact Center Technology Trends 2020 Competitive rates, understanding client concerns, and quick responses are key to successfully run a contact center. However, to carry out this strategy, it is important for them to stay alert and look for indicators to close sales. A combination of well-trained contact center agents and the use of modern technology such as social media engagement, artificial intelligence, speech analytics, and contact center solutions can help companies lure leads away from competitors. Today, we are witnessing rapid business transformation with everything revolving around enhancing customer experience and improving service levels. Business analytics and Big data technologies are pushing innovations and leading advancements, making it possible to do things with user data that wasn’t even imagined a few years back. In this blog, we will go through some of the most influential trends that we are likely to witness in 2020 that may have a substantial impact on the functioning of the contact center industry. Analytics-driven business to enhance services: Analytics is an enabler for any data-driven business, and it will remain key to how the contact center industry is run in 2020. The capabilities of speech analytics
are advancing with each passing year and today studies show that two-thirds of contact center businesses are keen to invest in Advanced Analytics to offer an enhanced customer journey. Advanced analytics show what customers prefer and how contact centers can provide better service. It is essential to analyze the call history and data is of extreme importance when looking from a manager’s perspective. Several contact centers don’t have enough data to carry out an analysis of the performance of the agents. To tackle this, contact centers are using analytics that aims to automate the process of offering customer data. Omnichannel communication: To combat the fierce competition, contact centers are employing omnichannel communication that offers remarkable customer experience across numerous channels. This approach is ideal for clients who avoid brands that work in silos. To offer seamless customer experience, contact centers will soon take omnichannel support to the next level by delivering steady customer experience across touchpoints. In 2020 more contact centers will try to maximize omnichannel support. Brands will emphasize on building consistent voice channels. This can be achieved by preserving the same response on text, call or in an automated response mail. Research shows that businesses that made use of omnichannel engagement kept close to 90% of customers while in contrast, the businesses that stuck to conventional ways could only maintain 33% of customers. Artificial Intelligence: Today over half of the well-known firms are investing in the potential of AI according to a report by Gartner. Through AI it is possible to make call routing more efficient. With AI it is possible to foretell the best available service group based on the customer’s profile and direct the call to that agent. AI also offers multi-channel support, especially when issues arise that are significantly more intricate and cannot be cracked through the traditional problem-solving approach that agents often employ. A smart AI-powered support system can direct customers towards matching support channels. AI-assisted service platforms can also accomplish various tasks and produce instant responses. It will pinpoint issues of the process and customers and act with the optimized solutions. Social Media Engagement: For customers and brands, social media platforms today have become a necessity. Whenever someone has an issue or grievance with a company, they often reach out to their social media handle making it public so that they are forced to act upon it. A website can only do so much for a brands’ presence online. In addition to being more interactive social media also offers a handy mode of communication between a customer and the brand. Several brands today are using sentiment-driven analytics and AI-powered chatbots to reply to online personal queries. Social media platforms facilitate two-way interactions and empower customers to offer feedback more easily on social media. Advanced Self Assist Tools: At times when live agent support is not essential, self-assist tools can come in and they have proved to be very efficient in managing all primary concerns. Customers today also prefer self-service solutions over agent support. The commonly used self-assist tools consist of tutorials and FAQ's that instruct customers to troubleshoot standard concerns on their own. Self-assist alternatives have gained support from customers as it quickly resolves all key concerns before an agent jumps in. In 2020, such tools will grow in popularity because most firms believe it will give their
agents more time to focus on resource-intensive jobs. Smart businesses today are developing user- friendly resource libraries that consist of virtual assistant solutions. With companies facing stiff competition, businesses that are unwilling to follow market indications are likely to suffer the most. Change in strategy and technology adoption will relieve agents and give them more time to focus on other important challenges and realign the business to become more beneficial.
