Five Technology Solutions Found at State-of-the-Art Call Centers
In technology, as in many other aspects of business, there is a need to keep up with what the competition is doing, so as not to fall behind and risk losing customers.
As we continue to get up and running in 2017, where are state-of-the-art call centers focusing their time, attention and budget allocations? Here are five solutions you’ll find at most of them. How does your call center measure up?
1. Speech Analytics
Real-time speech analytics is being used to improve agent training (and encourage self-training), track compliance, and gauge customer needs and emotions in a way that improves the likelihood of a successful engagement.
Call recording is still important, of course. But speech analytics turbo-charges the value that can be attained from these calls. The software automatically processes and identifies important keywords and phrases, allowing you to quickly find calls related to specific issues and challenges. It also provides automated alerts when a new relevant call is received.
2. Closer Ties to Marketing
When the call center and the company’s marketing division share technology and customer data, the result is an end-to-end view of each customer’s journey. Such insight can deliver improved customer service and retention.
3. Availability Scheduling
Some call centers have found that providing agents with more flexible scheduling options results in less attrition, which leads to costly recruiting, hiring and training of new employees. With a workforce management solution, it is much easier to fit flexible and even self-scheduling options into accurate forecasts.
They are nowhere near the mainstream yet, but 2017 may be the year that more call centers embrace chatbots to handle more basic calls and queries. They will not replace agents, but they should lighten an agent’s workload so he or she can focus on the more difficult or complex customer issues.
5. The Cloud
Last but certainly not least, there is continued acceleration in the trend toward call centers moving into the cloud to avoid significant infrastructure investment. Workforce optimization in the cloud delivers all of the data a manager needs for accurate forecasts and schedules, but at a fraction of the cost of an on-premise system.
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