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What's Trending in Call Centers?


What's Trending in Call Centers?

July 17, 2014
By TMCnet Staff

The landscape of the contact center industry is constantly changing, as the prevalence of technology like VoIP and WebRTC are changing the way that people communicate. DATAMARK Inc., one of the leading providers of contact center services around the world, conducted a study on call center technology and which trends are most popular within the industry.


Much of their analysis took place after their appearance at Call Center Week at Las Vegas in the middle of June, where several vendors presented their company's call center solutions. “Call Center Week is the industry's largest annual event, and there were so many interesting and innovative products and services showcased at the conference and expo, it would probably take weeks to analyze and review them all,” noted David Peregrino, Marketing Coordinator for DATAMARK. Listed below are the five technology fields that DATAMARK found to be making the largest impacts on how today's call centers are run:

1. Cloud-based contact center software platforms offer call centers the flexibility to work together across multiple locations as if they were one, including those who work from home. This helps reduce operational costs of call centers, and the fact that all of the call data is located in the cloud means the information is accessible remotely, even in the event of an emergency.

2. Data security and customer authentication solutions are a necessity in the world of cloud-based communications, as more accessible information is a double-edged sword. New security solutions are able to encrypt phone calls and otherwise protect customer information, while still providing ease of access internally.

3. Social media applications are also making big waves, as more customers are adopting tools like Facebook (News - Alert) and Twitter for customer service. Especially as the millennials come into maturity, social media is quickly becoming the first point of contact for customer service.

4. Gamification solutions are frequently employed within call centers to improve performance. Both customers and employees can be motivated by gamification, which ultimately helps grow larger and more loyal audiences.

5. Finally, artificial intelligence is often used to speed up problem resolution. Going beyond the tools provided by automation and IVR solutions, artificial intelligence today is able to connect callers to their appropriate departments and sometimes even provide voice responses to their requests. This ultimately allows call center employees to spend their time better answering the calls that the AI can't handle on its own.




Edited by Rory J. Thompson



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