Contact Center Software Trends

When is a trend more than a trend? When it’s an action based on reliable data and research that will be just as true next year, and for many years to come, as it is right now. Here are three such trends related to contact center software.

1. Cloud Computing

Spending on cloud computing will reach $100 billion this year, according to a CRN survey. The cloud model offers all of the advantages of contact center software without the upfront investment in hardware and software. System flexibility and ease of implementation are also benefits. And since data is stored “in the cloud,” it can be securely accessed from the office, from home and from a mobile device. Learn more about cloud software.

2. Unification Surpasses Silos

There are a number of call center customer service metrics that must be monitored, and acted upon if there is an issue. Among the most important of these are average handle time, abandon rate and first call resolution. However, the approach of analyzing these metrics irrespective of related issues or factors (the so-called “silo” approach) has fallen out of favor. Instead, managers are taking a more holistic view of the business, of how different teams impact these metrics, and how collaboration between teams provides a better means to improve results. Learn more about unified workforce optimization.

3. Real-Time Information

Knowing what is going on at every moment in a contact center, and having the ability to make changes on the spot can result in an immediate positive impact on performance. Dashboards can deliver that information on such key performance indicators as agent adherence, service levels and a full range of adherence metrics. Critical performance alerts can be sent in real-time so they can be promptly addressed through changes to forecasting, scheduling and staffing, thus minimizing any reduction in service. A system that is not capable of this performance level is one that is holding back your business. Learn more about real-time dashboards and alerts.