Contact centres are largely considered to be the most advanced slice of enterprise communications. They deploy sophisticated communication technologies and the latest AI to ensure their operations run smoothly. While this all sounds good in theory, the reality is that despite their cutting-edge capabilities, most people try to avoid having to deal with contact centres due to growing frustrations caused by misaligned objectives.
Like most businesses, contact centres aim to minimize costs. This, in turn, means limiting human interactions, which can be frustrating for customers who are just looking for someone to resolve their problems. To combat these issues and keep customers satisfied while also continuing to utilize advanced technology, there are three major things contact centres will change moving forward. Keep reading to find out what they are!
Finding Better Methods to Anticipate Customer Needs
Predicting customer needs is something big tech companies, like Google and Facebook, have built their businesses on and contact centres can leverage these capabilities as well. Contact centres already predict traffic patterns and now they are set to focus their efforts on predicting customer needs and taking action accordingly.
The benefits of taking this proactive approach include saving time and improved customer service. The more you know about a customer, the better prepared you are to meet their needs.
Moving Away from Putting People on Hold
Being put on hold can be an aggravating experience for customers, to say the least. While hiring more agents to eliminate hold was previously regarded as being prohibitively expensive, the pandemic has shed light on more feasible solutions.
Now that everyone’s working from home, barriers like time zones, shifts and commutes are not as prevalent as they once were. Eliminating hold with 24-hour operations that are made possible by remote agents living in different time zones is a more cost-effective solution that contact centres are considering. In addition to more agents, increased self-service options will also help eliminate hold.
Leveraging the Smartphone
Long before call centres were called contact centres, these organizations were built around the public switched telephone network (PSTN). Handsets have changed significantly since then and these days smartphones have largely overtaken inbound calls. For contact centres, there are worthwhile communication opportunities in smartphone apps specifically.
In the not too distant future, all smartphone apps will have customer service features that provide contextual awareness and facilitate richer communications. These apps will be more practical to use and well suited to the omnichannel approach most modern-day contact centres are taking.
With all the changes we’ve gone through over the past year, the future is coming faster than you may think. Now’s the time to embrace what’s coming and get ahead of the game.
At Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.
Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!