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Top 5 Service Boosting Contact Center Trends for 2016

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How much can substandard customer service cost your business? Considering a recent Zendesk survey that reported 82% of customers stop doing business with a company that does not treat them well, we would guess the losses engendered by poor service are substantial. 

As the contact center is the first point of contact for many customers, it’s a place where service must be constantly emphasized at both the agent and managerial levels. 

Here are some customer service trends that are gaining more attention in 2016, and may help to improve performance at your contact center. 

1. Help Customers Help Themselves

At first “do it yourself” sounds like the antithesis of customer service, until you realize that many customers (more than 50% according to the Harvard Business Review) would prefer visiting a company’s website to having to call a contact center. By offering an array of self-service options, you serve customers better and eliminate many of the calls asking for basic information and services that could be addressed in another way. 

2. Omni-Channel

But what exactly are those other channels referenced in our previous point? Web, online chat, email and texting are just some of the methods your customers would like to use – and sometimes an issue can be best resolved by switching from one channel to another, without having to close the first engagement. Make it easier for customers to transition from web to voice, and make sure you are tracking that customer journey for quality management purposes. 

3. Social Media

Social media is still under-utilized as a business communication tool – but chances are your customers are already using it to discuss your business. It’s important to be represented there so you can respond to comments, positive or negative, as well as promote new offers and generate the types of discussions that will help you serve your customers better. There is an informal nature to Facebook chats that can produce more insight into what your customers are thinking. 

4. Video Chat

This is not something you may have to think about yet, but some companies like Amazon have already incorporated this channel into their customer service strategy. Those who enjoy using various webchat services or Skype may wonder why they can’t order products and ask questions from companies the same way. Video chat won’t add much to a contact center budget, but some agent training will be required to acknowledge the differences between a phone conversation and a virtual face-to-face. 

5. The Cloud Makes Everything Easier

Will 2016 be the year that the cloud becomes the top platform choice for contact centers? It’s too early to tell but the early returns are encouraging. We’ve covered the reasons for the cloud’s ascension before – lower costs, faster deployment, scalability, flexibility, ease of integration, user-friendliness, and the peace of mind of knowing that your business is always running the most recent and most secure version of the software you need. 

If it’s time for your contact center to take a closer look at the benefits of the cloud, Monet WFM is a great place to start. 

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