Contact center employees are the front-facing people who help create a good customer experience. They always have to be ready with insights and prepared to address all types of concerns for customers. As the importance of creating a great customer experience increases, the focus on building better contact centers is also increasing.
Predictions for an intelligent future of contact centers
Here are the top predictions for contact centers to make them more efficient and productive.
1. The Future is Mobile
Smartphones are used for everything. Be it any channel, voice call, email or live chat, customers use their smartphones to get in touch with contact centers. In the remote working era, customer center agents will also use smartphones and laptops to assist customers. Using mobile devices is a key retention tool as it supports remote working and faster assistance.
2. Internet of Things
The Internet of Things has helped connect everything. Connected devices can impact contact centers greatly and enable businesses to deliver preemptive services. products with self-diagnosing and built-in customer services can change the game for contact centers.
3. Channel Preferences May Change
Channel preferences for customers keep changing with better technology. Contact centers must adapt to these changing needs and try multiple channels to determine which channels are preferred by most customers. Determining the best channel can be determined by being present and maintaining context across channels.
4. Voice Biometrics Will Replace Security Questions
Security questions confirm authentication and protect customers. In the future, the way security questions are answered may change and voice recognition technology may take over. It will be more about how customers answer a security question and the voice will confirm the identity.
5. Robotic Process Automation
Legacy systems used by most contact centers can be slow and may require agents to go through multiple steps for the simplest of tasks. Robotic process automation can help offer reliable service with lesser wait time and human error. It also enables agents to work on more complex issues and provide quicker services and higher engagement.
6. Virtual Reality and Metaverse
Metaverse and VR are here to shape the future of business. VR can change the game of customer service by allowing an in-person experience to customers to resolve issues that need visits from customer support. This technology can also be used to train and hold meetings with remotely working agents. It can help in reducing travel costs and increasing customer and agent connections.
7. Customer Service Will Become the Key Differentiator
Customer service has always been important. But today’s customers expect nothing less than a great experience. A company’s customer service is equally important as the products or services they offer. No matter how good the product is, customers can easily break their loyalty to a company because of a bad customer experience. It creates a need to focus on finding new ways and technologies to constantly improve customer service.
