5 Trends Pushing Contact Centers into The Future
Depending on how long you’ve worked in this industry, you’ve probably seen it all. Twenty years ago, agents in call centers were dealing by hand and using rulers to pick through the public numbers in the phone book. Today? It’s an entirely different world.
Fast forward to today, and you’re dealing with software that’s more advanced than anyone could have anticipated. The issue though, is that technology moves far faster than call centers are able to. With legacy systems and security restraints, they can’t possibly keep up.
If you want to prepare your call center for the future, and stay ahead of the curve, here are 5 trends of virtual voicemail system you need to know about:
this is a massive undertaking for contact centres, but today’s consumers are expecting a smooth transition across every platform. For a contact centre to achieve this, all applications must be able to seamlessly identify, route, and switch interactions between various phone agents and channels — all while keeping the relevant data intact. A consumer may start their contact journey via your mobile application, but ultimately wind up wanting to connect to the virtual voicemail system, in order to get a call-back. They expect this transition to be easy and quick.
it’s essential that your customers have a positive online experience, but this expectation now includes the ease of use for your mobile application. Digital channel planning is essential to ensuring you’re continuing to meet consumer’s online expectations.
Complaints Still Want Voice Channels:
surveys continue to show that while consumers want various contact options, when it comes to complaints, they want to speak with a human being over the phone. Digital growth must be a priority, but don’t ignore this need. With functions like voicemails sent to emails, and virtual voicemail systems, voice channel planning should remain a part of your overall growth strategy.
Keep Measuring Everything (Phone Call Monitoring):
while you’re already analyzing things like phone call monitoring, it’s important you start analyzing the new numbers as your digital transformation progresses. With new options like web chat and business voicemail recording, there will be more and more things you need to monitor.
Don’t Ignore Social Media:
big businesses can no longer afford to ignore social media, and the contact center industry is no exception. Social media planning should be part of your overall digital planning and is an incredible way to both build your brand awareness and provide customer service.
As this industry is pushed into the future, there are a few key things to remember. Upset consumers still want to hear a human being answer the phone. With Nectar Desk’s software, you get all the functions your customers are expecting.