A satisfying CX (Customer experience) is the goal of any company, right from production to delivery of products and services. Contact center facilities were introduced as a channel for customers to communicate regarding both grievances and feedback. In addition, digitality in the market has increased customer expectations for faster problem-solving through customer interaction services. In research by Forrester, 23% of the companies keep CX among their top 3 objectives.
So, keeping this objective in mind, companies are now trying to provide their services related to contact centers. These centers are more advanced and have automated outlooks so that customers and operational employees can access better convenience.
Key Trends for Services Related to Contact Center
“If you want to grow with the market, you have to work and collaborate with the market trends too.” Therefore, it is essential for consumer oriented and B2B companies to access market trends to cope with consumer expectations and competition. The following are the top 5 trends for contact center-related services that every company should know:
Omnichannel Communication
Are you considering the ways contact center outsourcing can benefit your business? From consumer navigation to seamless, contextual support, omnichannel communication is a convenient method for contact services. Showing the product to the customer on social media, which he ignored during online shopping on the main website, can be the best example of Omni channel communication. It is a trend that focuses on getting the bridge system at touchpoints like laptops or cell phones so that there can be the timely delivery of personal guidance.
Live Tools for Engagement
According to the research of loyalty360, it is experienced that more than 90% of customers demand proactive communication with the company. Also, many times company finds it hard to find the exact loophole due to procedural communication in place of real-time or live communication, i.e., video calls. Hence, companies are adopting live engagement tools to create a chaos-less ecosystem for better and personalized consumer interaction.
AI Recruited Services for Contact Centres
With the support of AI (artificial intelligence), companies can support and guide their customers throughout their journey. With this automated intelligence, it becomes less time-consuming to extract the main problem and make them aware of future problems. An automated chatbot system is one of the best examples to understand AI-integrated contact center services. It can also boost customer engagement with its automated 24/7 customer care services and contribute to entangling complex problems that make them hard to solve as a human.
IVR and Voice Bots
Interactive voice response may sound unprofessional, but AI collaboration significantly impacts customers. Software like natural language processing (NLP) and other machine language techniques comes with different choices, making it easier for companies to get better results. These voice bots and IVR can quickly become a complementary process that will result in less time consumption and be more understandable.
Self-Service Tools
According to research, 45% of companies providing call center services ensure instant on-site traffic and sales. Self-service tools are adequate for customer grievance solving as they are readily available around the clock. These tools include FAQs, pre-recorded videos, tutorials, posted articles, infographics, etc. Self-service tools are best for those customers who prefer trying to solve the problem independently and keep call services as the last option. Hence, this tool is reliable and can be served as a backup plan for the company for customer communication services.
The Conclusion
Call centers are the only intermediate between companies and customers, so keeping them updated with the trends and customer expectations is essential. There are many problems, too, like uncertainty in navigation, higher resolution, impactful service costs, etc. it becomes crucial for a company to update its system for contact services.
