Call Center Software Trends for 2014

It’s hard to predict the next big things in fashion or pop culture. But for call centers, there are three trends already underway that show every sign of continued growth in 2014 and beyond.

1. Cloud Computing

Cloud computing will continue to gain a larger percentage of the contact center industry because it offers benefits for businesses of every size and type. Large call centers enjoy a tremendous cost savings and a lower upfront equipment investment. Smaller contact centers can achieve the same technological sophistication of bigger companies on a smaller budget. And call centers with agents working from home or in multiple centers can tie everyone in to the same workforce management system regardless of location. To learn more, get the whitepaper about Workforce Management in the Cloud.

2. Focus on Customer Experience

Obviously this is a priority that should already be in place and should never be disregarded. But call centers should also be looking for ways to improve the customer experience, and that search will inevitably take them to call recording and quality assurance. A call center quality assurance (QA) program begins with establishing goals, then creating a plan for achieving them. Call recording provides a wealth of data that makes the achievement of that plan much easier. To learn more, get the whitepaper about Call Recording Essentials.

3. Unified Workforce Optimization (WFO)

From tracking call history, adherence and performance, to call recording capabilities, WFO makes almost every aspect of the call center manager’s job more efficient. Integration and unification between solutions provides better business insights and allows a call center manager to make more informed decisions. To learn more, watch a short YouTube video about Mary the supervisor to illustrate how integrated workforce optimization solutions can transform call centers.