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Workforce Optimization in the Cloud

Follow the latest trends on cloud-based contact center software and workforce optimization

7 Contact Center Trends Happening Right Now

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There are two types of people – those that set trends and those that follow them. Here are 7 trends that are currently taking place in the contact center industry – are you keeping up, or is it time to play catch-up?

1. Moving to the cloud

Why is this a trend? Lower upfront costs, more flexibility, more scalability, quicker reactions to changes in customer behavior, no need to build complex and costly hardware and software systems, less downtime, automatic software upgrades as they become available, deployment in weeks, not months…shall we go on?

2. The omnichannel approach

It’s not just offering different customer contact channels besides the telephone, it’s making sure that all of them deliver a seamless customer experience. If you’re on top of this trend, you are ahead of the curve – a Deloitte survey shows that less than 20% of contact centers have fully integrated their channels. 

3. There’s an app for that

Self-service apps are becoming more popular with customers who prefer to resolve issues without speaking with an agent. If your company doesn’t have one in development yet, it’s something to start thinking about. 

4. Fielding the tough questions

Customers who opt for email and live chat and other communication means will still use the phone for complex issues and difficult questions. Agent training must take this into account so your team is prepared for interactions that involve more than taking an order. 

5. Telecommuting

Work from home opportunities are becoming more prevalent in the contact center industry, and workforce management software helps make telecommuting possible. This may be a preferable situation for some of your team members, and because of the lower overhead and churn rate, it’s good for the contact center as well. 

6. More emphasis on compliance

Security breaches and headline-making hacker stories have more companies thinking about regulatory compliance, especially with the handling of customer credit card information. When was the last time you reviewed your compliance needs and security measures? 

7. Likes and tweets

Social media was something that businesses and contact centers of previous generations never had to worry about. But these new online channels should be viewed as an opportunity, not a problem. Incorporate social media engagement into the company’s overall communication strategy. A Facebook ‘like’ will be read by thousands of other customers and prospects. 

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