In an ever-expanding digital world, call centre technology is continually evolving. Artificial intelligence, virtual assistants, and cloud connectivity are all contact centre technology innovations that will shape the future of call centres. Call centre outsourcing firms are opting for improved solutions that align with the most recent call centre technology developments.
When we deploy the right technology in the contact centre, we can instantly improve agent working efficiency and performance, improve productivity, improve the entire customer experience, and simplify the data and analytics. But which technologies can help and improve the contact centre? Let’s take a closer look at the most crucial and fascinating trends we should be aware of.
How Has Call Centre Technology Evolved?
Call centre technology has evolved dramatically over the years. In 1957, the first commercial use contact centre was established to increase sales. Contact centres have since become the core of customer support.
Call center technical support services have evolved from basic phone rooms to complicated technical centres that depend on complex algorithms and software just as much as human operators. As a result, contact centre technology has progressed from basic dialers to Interactive Voice Response (IVR), collaboration tools, omnichannel technology, and beyond.
While contact centres have come a long way, in today’s competitive environment, quality of service isn’t enough to stay up with, much alone surpassing the competition.
The Top Four Call Centre Technical Support Trends
The top contact centre technology trends listed below can keep us ahead of the curve without breaking the bank. These trends not only increase client happiness but also assist in keeping the person from getting overwhelmed or burned out.
1. AI-supported Services
Experts predict that AI will become increasingly prevalent in contact centre systems during the next year or two. This is because these solutions provide several advantages. First, top AI solutions can automatically route an incoming call to the best-qualified agent, not simply the first available, resulting in improved first-call resolution rates and a higher degree of personalisation.
Speech Recognition and Natural Language Processing (NLP) AI goes a step further, often eliminating the requirement for a caller to communicate with a human professional. AI-powered machine learning can identify the client’s issue, give recommendations, automatically reroute the conversation if necessary, and in certain situations, even analyse the customer’s voice and cadence by analysing consumer speech.
2. Omnichannel Access
If your company hasn’t implemented omnichannel contact centre software, you have fallen behind.
People now anticipate being able to contact the company via a variety of communication methods other than the phone.
Omnichannel contact centres provide extra channels, such as
- Texting using SMS
- Conferencing via video
- Website messaging using Live Chat
- Email synchronisation
- Messaging on social media (Facebook, Instagram, etc.),
- Messaging inside the team
However, these channels do not function independently. Instead, following each contact, all discussions across all channels are immediately synchronised and updated.
Customers and agents may “continue up where they left off,” even if the encounter began on Facebook and Messenger and finished on a video call. It also enables numerous agents to work on a support issue simultaneously since customers will all have the most current conversation history.
3. Text Analytics
The text has been an increasingly popular method for clients to contact companies in recent years. Customers want to be able to connect with the company in writing, whether via social media, live chat, or email. As a result, rendered text analytics are more significant than ever before.
Text analytics enables us to evaluate and monitor any textual communication, regardless of where it occurs. We may not only monitor messages sent to consumers, but we can also evaluate texts received by the firm. This call centre technology enables us to convert every textual conversation into actionable data for improved customer comprehension and contact centre management.
4. Predictive Analytics
Predictive speech analytics looks at the agents’ pitch and tone during conversations rather than just words. Using this software, we can compare each agent in the contact centre to the group and create predictive models to determine what factors contribute to a successful or poor client encounter.
To respond appropriately to prospective issues, the contact centre may use predictive analytics technology to conduct an in-depth examination of prior performance. For example, we may use last Christmas’s call volume, service quality, handling time, and customer satisfaction to anticipate better how many agents we will need this year. The goal is to review previous outcomes to correctly plan and prepare for the future.
These were the same trend that we should be aware of, but if these things sound confusing to people, there is always an option to outsource call centre services for top-quality work.
Call centre technology trends are planned to optimise profitability, enhance customer experience, and increase company owners’ sales and productivity. From AI to omnichannel support, many methods exist to improve contact centre operations, including quality assurance tools, reports and analytics, and cloud-based software.
With all these technologies, agents may focus on more essential duties rather than monotonous chores. If we can please the clients and provide them with what clients want using contact centre technology, we will undoubtedly be successful in the future.