3 Technology Trends: Is Your Contact Center Ready?

What do omnichannel capability, self-service interactions and the cloud have in common? All are listed among the most prominent trends emerging in the contact center industry. Let’s take a closer look:

1. Omnichannel

It’s a fancy word that simply means providing customers with a choice on how they interact with your company. The telephone continues to be a popular option, but email and online chat are preferred by those who don’t wish to speak directly with an agent. Contact centers should respond to these demands by making multiple channels available, and allowing customers to switch from one to the other during an enquiry.

And of course, it’s not just establishing these channels but having a workforce optimization solution in place to measure quality management and customer data that will impact service delivery. 

2. Self-Service

No matter how many channels you add, some customers will prefer to settle their business without talking to anyone. The marketing firm Gartner predicts that by 2020 customers will manage 85% of their interactions this way.

Such predictions have a tendency to over-estimate the consumer reliance on new technology such as mobile apps – remember with eBooks were going to put regular books out of business? Still, this is ultimately a positive trend for contact centers as it reduces workload on agents (and may eventually reduce the number of agents you need). However, as with omnichannel, it’s wise to have a system in place where customers can easily transition from self-service technology to a more traditional communication channel. 

3. The Cloud Platform

It’s not the #1 platform yet, but it is getting there quickly. The appeal of no large upfront investment, always running the latest and greatest software, ease of transition and ease of use and better scalability, in addition to other benefits, are driving the contact center industry toward the cloud platform in droves.

As a pioneer in cloud solutions, Monet has not only been at the forefront of the cloud trend, we continue to stay on the cutting edge of what this model can provide. Questions? We’re here to help. Contact us today

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