Reporting Tools Still Important in 2015 Call Centers
January 23, 2015
By TMCnet Staff
Buried within some of the excitement around opinions and predictions on what call centers need to do better in 2015, is the answer to what contact centers are really looking forward to in 2015 and which technologies they still haven’t warmed up to.
A recent report by Business Systems (U.K.) Ltd., “Customer Service in 2015” is based on survey results from professionals in the contact center space across many industries and details their thoughts on 2015.
While new technology offerings for the call center, like gamaification and voice biometrics are making headlines, the report found they aren’t exactly a top priority for investment. (See table below)
Instead, the focus seems to be on gaining more traction out of the Web and using that platform to build better customer service initiatives.
On the top of the list for respondents was Web chat followed by customer feedback, Web self-service and agent coaching and monitoring tools.
Having access to these features via the Web can help streamline operations and cut costs – something, it seems, the call center will never stop trying to do.
And even though call management tools have been around forever, the updated capabilities added to these offerings continue to make them a favorable item on any contact centers wish list.
Other important reasons for investing in technologies in 2015 included the need to do better with first call resolution and voice of the customer.
Stephen Thurston, Director at Business Systems said, “What we are seeing seems to be following the same path as speech analytics. Seven or eight years ago there was a lot of initial hype and excitement in that area but it has taken time to gather momentum, people want examples of where technology is working well and delivering tangible results for others before they’re willing to invest.”
Edited by Stefania Viscusi