10 Most Important and Emerging Call Center Technologies
Offering excellent customer service is the primary goal of a call center. Depending on the customer needs call centers to use different technologies- from basic to latest.
Below are some latest technologies that you can consider for the betterment of your call center. These technologies can help businesses to rethink the way they can better serve their clients.
Computer Telephony Integration (CTI)
Computer Telephony Integration refers to a certain type of technology that enables the integration of the telephone system and computer system. The integration of the computer system and telephone leads to convenient, efficient, and credible customer service.
When the customer makes a call to the contact center, a pop-up appears on the screen before the advisor/rep. This pop-up conveys all information related to that calling customer thus saves time and effort.
The agent using the CTI system also uses a unified desktop that offers complete access to the customer data.
An intelligent call-back or automatic call-back option allows the caller to choose a call back option. When the caller doesn’t have time to queue on the phone and wait for the representative, then he can select the option of call-back.
By choosing the call-back option, the caller sits back and continues his working. On the other hand, the representative will make a call-back as soon as possible and resolve the issue then.
Use of Workforce Management Software
Workforce management software helps the human resource management by forecasting the optimal number of representatives required for an expected number of customers, calls, SMS, and live chats.
So, this software helps the managers to recruit according to needs and forecasts by the WFM software. Moreover, this software provides the necessary tools to sustain the functioning of a contact center.
Interactive Voice Response (IVR)
This is an automatic phone attending and answering system. IVR offers a certain set of information to the caller without a switching call to the representative. So, the caller can choose option and information chunks as per his need.
The caller can help himself with touch-tone interaction, either pressing a specific number or speaking keywords.
However. All IVR systems do not have the same level of interaction. Some are integrated with artificial intelligence, a vast database of grammar and dialects, while others are simple in functioning.
In these days, speaking interaction is on the rise. That’s why, IVR is preferred to be integrated with artificial intelligence, extensive vocabulary, and different dialects. Moreover, these systems continue tuning based on previous customers’ interactions.
Universal Queuing Technology
Universal Queuing allows a business to queue all the customers in a single watching list regardless of their contact method (call, chat, email, or SMS). This will help the representatives to allocate appropriate time to all channels of contact.
On the other hand, the representatives will be able to prioritize customer complaints. Moreover, this methodology brings increased consistency and efficiency for the customer.
Use of Predictive Dialer
Predictive dialer helps in automatically dialing contact numbers. This is particularly used in outbound contact centers. So, the predictive dialer connects customers and representatives automatically also detecting busy signals, voicemails, phone numbers, and when there is no answer.
Also, this predictive process applies to different channels: SMS, calls, and chats, etc. It detects the customer’s choice of channel and then directs the complaint to the concerning agent.
Moreover, it can also be used for proactive reach in case of emergency or to update the customers about the status of their complaints.
Cloud-based Call Centers software
A cloud-based call center software has revolutionized the world of contact centers. Businesses now can recruit their remote agents without being bound to the physical call center. Recruitment of diverse agents from all over the world helps to address the customers even from different regions.
Remote agents just need a laptop, a headphone, and an internet connection. On the other hand, the business can expand or shrink its call center force according to the needs. Moreover, the business will pay for what it uses.
In this way, the business will stay TCPA compliant and ensure that agents do not call anyone on the DO NOT CALL directory.
Reaching Customers by Test Messaging
Text messaging software allows agents to send customized push notifications to their customers. Also, representatives can make answer to the customer inquiries via messages.
For example, an agent can answer about the appointment timing, business schedules, service inquiries, and product manuals. Also, agents can inform the customer about the expected changes in appointment or subscription cancellations, etc.
This not only improves the customer service but also lets the customer feel more connected with the service provider.
Voice Powered Technology (VPT)
Voice powered technology allows the contact centers to interact with customers with the help of a virtual assistant like Siri or Alexa. These are two infamous virtual assistants developed by iPhone and Amazon’s respectively.
In this era of time-conscious people, speaking is getting popular than typing. So, businesses should consider this as well. Call centers can incorporate virtual assistants to make customers more satisfied.
However, integration of VPT in call centers will cause though not bad yet transforming impacts on the human teams in call centers.
With the advancement of self-service tools, businesses are getting more independent of the contact center human teams. Nowadays, customers can learn a lot from website maps, flowcharts, FAQs, tutorials, manual videos, and chatbots without involving even a single human.
It is estimated that by the end of 2020, customers will be able to resolve their issues with the involvement of a single human. So, modern call centers are switching to other comprehensive alternatives of the human agents.
Nowadays, there is no excuse left for delivering bad customer service. Several outstanding tools, services, and integrations are making it better day by day. The upcoming era is no more concerned with product and prices instead of customer satisfaction and experiences. So, a business should keep this factor in mind.
Abdul has spent his career developing high-performance organizations. He is working as a chief marketing officer for a leading call center software company Dialer360. As both a marketing executive, Abdul has created and executed numerous programs that build market awareness, drive lead generation and increase revenue.