Customer service continues to be an important strategy for businesses as this is one of the key areas that differentiates the offerings of one company from another, and also gives companies a competitive advantage in today's crowded market. Hence, call centers that interact directly with customers are embracing technology in a big way to improve their quality of service.
Below are three prominent tech trends that are shaping the way call centers operate today.
Mobile Wave
The mobile wave is catching on worldwide. According to emarketer.com, the number of smartphone users will total 1.75 billion in 2014, so companies are moving their web application to a mobile platform. This explosion in the use of mobile devices has forced call centers to provide mobile customer care in addition to their existing channels.
Cloud Storage
The benefits of cloud storage are being realized by call center companies, hence, they are moving their operations to the cloud. As a result of this migration, call center companies can store information more efficiently, remotely manage this information from any device, deploy applications faster than before, create an effective enterprise management system and can have a proactive customer contact strategy that will help them to provide better quality service to more customers, according to Alleli Aspili of Customer Think.
Social Media
It is hard to ignore the growing power of social media as it permeates into every aspect of life. To leverage on this trend, call centers are coming up with ways to proactively reach out to customers through social media channels. Since Facebook and Twitter (News - Alert) are being used by customers as means of problem resolution and escalation, call center employees are being trained to handle such requests.
In short, technological revolutions are shaping the call center industry in a big way, and this is most evident in the changing strategies of these companies.
Edited by Alisen Downey