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The Changing Dynamics Of Call Centers And Where Call Center Software Fit In

Published on 25 April 17

Newer technology and automation tools are making their presence felt in call centers. Not only are they enabling the contact agents to better handle the queries routed their way, but they are also providing customers with richer and superior experiences.

Complementing The Skilled

All call centers have certain agents who excel at a certain skill may be related to billing or handling and closing new product inquiries, to name a few. With the help of skill-based routing software, customer calls will be directed to the next agent who excels at that particular skill and is available at that time. Since the customer query will be specific to the expertise of the agent, the agent will be best equipped to resolve the query. Such a contact center solution is beneficial to both customers, as they get their query resolved from an expertise so to say, and it is good for agents as well, as they get to reflect more positive query handlings on their KPIs, says a TechTarget article.

Connected Things Could Lead To More Accurate Information

In an attempt to know their customers better, businesses are investing a lot of money and resources. However, they are not being able to draw substantial conclusions. With the Internet of Things changing the pace of technology, contact center solutions are going to benefit from it as well.

Instead of conventional smart devices such as mobile phones, wearables, amongst others, regular electronic gadgets such as refrigerators and vacuum cleaners will also be a part of the IoT network. So, the next time instead of the customer calling a call center, or the call center calling a customer, the electronic gadget itself could be able to raise an alarm and then arrangements to deliver the requirement shall be made.

Clouded Conveniences

Owing to the several benefits that cloud offers, it is quickly becoming the deployment of choice for several contact centers. According to Gartner report, ‘Once primarily the realm of deployments of 75 agents or fewer, these solutions are increasingly gaining adoption in environments with up to several thousand agents.’

Another report claims that the contact center cloud usage will reach the $15.67 billion investment mark by 2021. With six out of ten contact centers already using the cloud, the rest are also likely to make the move soon. Global scalability, increased efficiencies, and improved data security features are further boosting call center software to be deployed on the cloud.

Customers Preferring Self-Service

According to a research, one-third of customers who hang up are highly unlikely to ever call back the contact center. Though, Microsoft found that 43% of customers are willing to wait 1-5 minutes for their query to be resolved, any more and they are likely to hang up. Providing self-service technologies such as voice response, chatbots, and mobile apps are the contact center software worth investing and developing.

Contact center software can not only further the business, but also help contact agents perform better. The contact center is changing and technology and people will help further its progress.

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