Count Them: 14 Tips for Contact Centers that will

Help them to Evolve

Introduction

• A call center, mainly a modern cloud call center, is developed in such a way that it is exclusively devoted to the customer. • It is all about discovering the customer’s needs and going all out to fulfill them. • That’s exactly why it is so essential to check your call center on cloud is ready for the future, as none of this is temporary. • If you think your call center business has only started booming, you should ensure that you’re prepared for what’s coming your way.

Tips to Evolve Contact Centers

Numerous Channels of CommunicationUsing Live-ChatSwitch to the CloudWholesome View of CustomerTransparency in Contact CenterMobile Customer ServiceVideo ConferencingWork-from Home Culture

Technology to Increase ProductivityCustomer AnalysisUse Speech AnalyticsBe Active on Online ForumsUse of BiometricsTechnology to monitor agent

Numerous Channel of Communication

• Over the last few years, methods of communication have changed. • In the last couple of years, contact centers have incorporated new and upcoming media like emails and so on. • Likewise, in the next few years, you will have to develop other channels of communication- channels which your customers are comfortable with. • When it comes to providing your cloud call center solutions, you need to have an innovative outlook.

Using Live-Chat

• It is said that in coming years Live chat will become more significant than the social media.• Nowadays customers want online assistance from call centers. • For e.g., if customers are shopping online, they would want the call center to help out while they’re actually online. And that’s where live chat comes in.

Switch to the Cloud

• With the number of customers and the amount of business growing day by day, it is crucial to have software that provides cloud based call center solutions. • Essentially, this cloud based system is so incorporated that it will facilitate all your departments to work efficiently together. • That will ensure that you’re able to satisfy all the demand of your customers and beyond.

Wholesome View of Customers

• Increasingly, when consumers call up call centers, the agents have every hint of data that exists about that particular customer. • In future, this feature would become even more advanced to offer and even more wholesome view of every customer. • Once the customer calls up, the call center agent would be able to access this well organized and efficient database which shows every record about the customer.

Transparency in Contact Center

• The biggest issue that customers have with call centers – it’s the trust factor.• “Can I trust them?”- This is the question that runs through their minds. • That’s exactly why steps are being taken to make the whole system more transparent. • Such a system would allow the customer to have the upper hand at all times would enable the customer to even choose the agent they wish to talk to.Mobile Customer Service

• Mobile customer service or care is a reality today; so just imagine where it’ll stand a few years from now. • However now, it is something that only a few contact centers are trying out- a lot like testing the waters. • It is expected that this system is going to become a standard practice- something that all call centers will unanimously embrace.

Video Conferencing

• Some feel that call-centers lack a “human touch”. • That’s because you aren’t able to communicate with the agents directly. • That would become a possibility in the future with video conferencing. • It would allow the customers to communicate with the agents, almost in person.• The rise of virtual assistants will also be an increasing occurrence of the near future.

Technology to Monitor Agents

• The call center agents are the ones who directly interact with your customers. • Don’t you think that it’s important to keep a tab on them, and how they feel? • The mantra is pretty simple – a happy agent equals a happy customer. • If your agents are happy with the way things are going, and if they are satisfied with their job, then that would be having a direct positive impact on the way they deal with customers.Technology to Increase

Productivity

• The productivity of your agent is largely dependent on a number of factors. • If there’s even a slight imbalance in any of these factors, it takes a toll on their productivity. • Software, that is still being developed, would be able to analyze an agent’s productivity and take necessary precautions to increase it.

Work From Home Culture

• Remote agents are actually very convenient and beneficial to the customer service. • Remote agents would be reducing the vast amounts spent on overhead costs and also other expenses. • It would also reduce all kinds of geographical barriers since an agent could be working from anywhere as long as they have solid connectivity. • So far, the work from home culture has been inculcated into a few contact centers. • It is estimated that very soon, this would be overtaking the entire traditional customer care system.

Use Speech Analytics

• Speech analytics would actually allow your agents to have complete access to your customers and their emotional states. • Use of such analytics would allow the agent to automatically estimate what the customers are feeling and what they are going through based on their speech and tone. • Talk about a call center model that revolves entirely around the customer!

Use of Voice-Biometrics

• Biometrics are being used in almost every field today. • If you incorporate voice-biometrics into your system, it would make verification of customers much easier. • As soon as your customers call you up, you would be able to verify their identity with biometrics and then proceed with your transaction.

Customer Analysis

• Technology and other software that helps analyze customers are available even today. • But advancement in science and technology would help us get a deeper insight into the customer’s mind. • What is it that goes through their mind when they are buying something? • What is it that the customer exactly wants? • In the future, you would have even better answers to these questions to back you up in dealing with customers.

Be Active on Online Forum

• You must have come across online forums where any member can start a discussion about a relevant topic. • The best part is everyone can participate in the dialogue. • Say, a customer comes up with a peculiar problem. They post about it in the forum. • Another customer who have experienced a similar crisis in the past and has received help about it, responds. • The call center agents, who role is of administrators, authorize the solution.

Your Free Trial is Just A Click AwayYour Free Trial Is Just A Click Away

Thank You