As communication technology evolves, so too does the call center and the solutions created for it. The past few years have seen incredible growth in mobile, IP-based and unified communication technologies that are making it easier than ever before to create instant connections between businesses and customers. But with so much change, it can be a challenge to stay ahead of the curve and predict not just the trends on the horizon, but the potential problems as well.
DATAMARK, Inc., which provides outsourced bilingual call center solutions and business process services for Fortune 500 companies and other large enterprises, recently released an infographic describing a number of contact center trend predictions for 2015. While most seem pretty straightforward, one prediction seems particularly of interest to call center solutions providers—and proponents of enhanced customer experience.
While multi- and omnichannel communication solutions will continue to gain momentum in contact centers, DATAMARK believes that self service solutions will play a bigger role this year. This might seem like an unlikely pick, considering the frequently frustrating and roundabout IVR menu advents of recent years, but thanks to omnichannel technology, customers are increasingly able to solve issues on their own using online and mobile resources, a process that will benefit everyone.
DATAMARK points to more thorough FAQs and help guides available to customers online, as well as to “visual IVR” apps that use automation to efficiently guide customers to the information they need, and circumventing the need for live agents. These forms of self service will not only save customers time, but will also seem more convenient to customers who dread the idea of getting on the phone with an agent to solve a problem they could probably tease out themselves. On the flipside, companies will save money by not having to rely so heavily on staffing to provide support to customers, and by giving customers more options and agency, they increase their odds of customer satisfaction and retention.
It will undoubtedly be another big year for call center solutions, but self service will be one to watch keenly.
Edited by Maurice Nagle