As the pace of digitalization increases, businesses must focus on following the latest tech trends in order to stay successful and gain an edge over the competition. According to Forrester, approximately 60 percent of executives feel that they are lagging behind digital transformation initiatives. In addition, 20 percent of CEOs will fail to follow trends in the digital space, causing those firms to perish.
Ultimately, a shifting focus toward digital transformation is imperative and will determine the success of mid-sized call centers. With that in mind, here are the latest tech trends that mid-sized call centers should consider following.
Chatbot integration
Since chatbots are cheaper than real agents and available to interact with customers 24/7, they’re becoming a necessary element in call center customer experience. Today, the use of chatbots has grown exponentially due to an increased knowledge base and a significant boost in AI spending.
Approximately 40 percent of large businesses plan to implement chatbots this year. For mid-sized call centers, incorporating chatbots into the user experience model eliminates the need for agents to perform monotonous tasks, like order tracking and returns. As a result, agents can use their time more productively and focus on improving core competencies.
Automatic call distributors
Today, customers demand a personalized user experience across multiple channels. However, few companies currently offer an effortless omnichannel customer experience due to rigid old technology. Therefore, to meet growing customer demands, it’s essential to adopt a unified omnichannel service.
Contact center automated call distribution (ACD) technology allows customers to choose their preferred methods of communication. With ACD technology, customers can be assured that the agent best suited to meet their needs is handling their interaction. ACDs are a great way for mid-sized call centers to make a positive first impression and can help guarantee an efficient experience for every customer.
Investing in ACD distribution makes omnichannel communication seamless and user-friendly. ACD solutions allow customers and agents to begin an interaction on one channel and switch to another channel with ease. Call center agents also have the ability to handle multiple interactions at the same time, resulting in increased productivity and customer satisfaction rates.
Omnichannel ACD technology provides mid-sized call centers with a multitude of other features, including small call routing, skills-based routing, customer relationship management (CRM) data, and interactive voice response (IVR) systems.
Cloud migration
Over recent years, technological advancements have made moving to the cloud safer and more business-friendly. Moving to the cloud allows mid-sized call centers to avoid investments in volatile technology while keeping customer privacy a top priority. In addition, cloud migration provides users with instant upgrades and features integrations with numerous other cloud systems.
An investment in contact center cloud software provides mid-sized cloud centers with peace of mind, knowing that each company, department, and the user is on the same version and latest patch. Some cloud software providers also offer on-premises options to ensure an added level of security and control.
According to Forbes, 80 percent of enterprise and mission-critical IT teams will move to the cloud by 2025. Since businesses have a responsibility to provide “effectiveness, efficiency, and risk mitigation”, moving to the cloud can ultimately help ensure business continuity.
In the digital age, businesses are required to focus on trends in digital transformation in order to stay alive. All in all, mid-sized call centers must rethink their use of technology to promote business growth and gain an advantage over the competition.