Customer service has always been a highly competitive battleground for businesses. No wonder BPOs across the globe are always on the lookout for brand new methods to devise a better customer experience strategy. The emergence of new technologies and channels has given rise to a comprehensive opportunity for call center operators.
Here is a quick look at the five most critical tech-trends which appeared in the scene. These drifts have been continuously driving changes within the call center landscape.
1 - Cloud migration
Inbound call center shave moved into Cloud; this migration is a substitute for older solutions that have outlasted their usefulness. Moreover, cloud musters new capabilities which include proactive customer contact, and enterprise feedback management. So cloud-based call center software alters customer service processes. It is not only a cheaper mode of storing information, but also allows remote management and quick deployment.
2 - Mobile device based customer care
Mobile devices enable browsing and online purchases. For the records, smart phones and tablets have revolutionized customer interactions. No wonder companies are now embracing mobile customer care and resultantly they have begun to migrate existing web applications (transactional ones) to the mobile platform.
3 - Social media insurgency
If there is one noteworthy frontier in contact centers, it is social media. This platform is the contact base for customers and it has become a preferred communication channel within very little time. This platform is convenient here by fuelling brand accessibility and real-time response. Some booming social media frontlines are Twitter and Facebook and they are behaving as first-contact resolution and escalation channels.
4 - Automated Call-Backs
A technology that has gathered mainstream acceptance is call-back technology. It has dissolved the need to keep a potential customer on-hold. Auto call-back ensures that a client is called just about the right time when he or she needs help. It has led to huge resource savings and a well enhanced customer support.
5 - Video support
Video support has been embraced by many large organizations. This support strategy ensures that customers enjoy a better customer service.
This list of technological innovations has successfully changed the way in which agents at inbound call centers in India take calls. Thus measurement of success is better which has led to a profound effect on the customer experience