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.