What Are The 5 Top Contact Centre Trends Of 2019?
The contact centre landscape is becoming increasingly more digital. The use of innovative technology, such as Softphones and Unified Communications tools, has become commonplace as businesses are in the process of realigning the customer service experience.
It’s now become paramount that businesses deliver a seamless customer experience from start to finish for their demanding, digital-savvy consumers. Contact centres must also take measures to support remote call centre agents, who are a huge part of today’s contact centre workforce.
Additionally, businesses must recognise that consumer data is increasingly becoming an asset and utilising this can help them to boost their business. Let’s take a look into these current trends and insights, which can help to map out an omnichannel strategy.
1. Digital Transformation: meeting call centre needs of the future
How do you make customer interactions better? It’s vital for businesses today to deliver a seamless customer experience from start to finish for their demanding, digital-savvy consumers. Digital transformation can help redefine the contact centre service, improving communications – in short, opening up a world of new possibilities.
Contact centres on the cloud use the right channels to interact with customers, irrespective of location. For example, the smartest businesses (no matter what the size) are integrating advanced technologies across their workflows to provide full customer context within each interaction. They are also leveraging system data to provide proactive service which enables them to effectively resolve customer queries.
This highlights the importance of unified communications and collaboration (UCC) tools in supporting different workflows. Take, for instance, team collaboration applications which have become strategically important for contact centres. One of the most important tools to influence the call centre environment, unified omnichannel communication tools help streamline business processes. They enable employees to collaborate better and empowers workforce mobility. Check out some other typical software requirements of a modern call centre on this blog.
Also, there’s an increasing demand for customized UC solutions- applications with open APIs (Application Programming Interface) and Software development Kits (SDKs) can be leveraged to build an in-house solution that matches specific call centre needs and helps deliver a seamless customer experience. By adopting these emerging digital transformation strategies, contact centres can gain a competitive edge and battle market threats more effectively.
2. Rising adoption of cloud communications in call centres
Remote call centre agents are a huge part of the contact centre workforce today. A must-have alternative to the traditional on-premise call centre, cloud communications have become integral for organizations looking to modernize their operations and add multiple communication channels to their workflows. This allows organizations to streamline team communications and build a collaborative culture. Cloud communications provide traditional office-based contact centres with the flexibility to scale and expand to new locations by recruiting local talent without increasing overhead expenses.
As they say, Rome wasn’t built in a day. Moving to the cloud isn’t a quick-fix solution that can happen all by once. By deploying a hybrid cloud solution, contact centres can gradually transition their operations into the cloud or even tailor the cloud architecture into a combination of multiple deployment models that fulfil their business needs. Instead of reinvesting in a complete overhaul, integrating a solution into your existing technology can be more cost-effective for your contact centre.
3. Empowering remote call centre agents with advanced UC tools
Decreasing overheads, time zone flexibility and mobile working are few of the factors that have encouraged the growing number of remote contact centre workers.
With unified cloud communications technology constantly evolving as per contact centre trends, remote workers have become a permanent (and beneficial) part of the contact centre environment. Collaboration tools facilitate contact centre agents to work remotely, enable them to stay mobile and give them access to real-time analytics and customer context on the go.
4. Enhanced contact centre analytics boosts performance
It’s 2019 and we are finally saying goodbye to that restrictive dependence on supervisor skills! It’s time we use the digital tools at our disposal to get the most out of our contact centre agents. Today, even SMBs are taking advantage of sophisticated analytics to convert data – like call and screen recordings, chats, SMS messages and more – into insightful feedback for their agents. In this information age, it’s impossible to rely on just manual observation and monitoring.
More omnichannel call centres are opting heavily for advanced analytics programs to build dashboards with statistics that affect their businesses. There’s an increasing trend of this kind of display of statistical dashboards on user interfaces, so that call agents and managers can get real-time updates on customer experiences.
With consumer data becoming an asset, we expect more advancements in analytics as companies continue to implement more unified communications platforms and strategies.
5. Changing the contact centre landscape with omnichannel communications
A must-have strategy for all contact centres gearing for the future of IoT, omnichannel platforms enable voice, video or chat communications via a single, universal solution that answers various call centre needs such as queuing, skills-based routing or facilitating customer care. Not only does it provide extensive workforce optimization, but it also enables agents to provide a more personalized experience to customers.
Businesses must factor in the multiple touchpoints of a customer journey – that it may commence with one channel of communication but end with customer’s feedback on a completely different one. Leverage the benefits of UC by integrating all your customer communications across channels. Provide a better agent communication experience with valuable context to customer care and resolve issues faster.
In order to provide the most seamless customer experience, our advice when evaluating your next call centre phone system is to simplify the processes and make life easier for both yourself and customers. Go for a single, unified cloud offering, providing a complete set of real-time collaboration services. Not only will this help agents to become more flexible, but it’ll make them a lot more productive too.
Industry: Unified Communications
- Senior Cyber Risk Consultant, UK - Remote first- Exclusive
- United Kingdom
- Depended on experience.
Cyber Security Risk Consultant to join specialist, people first security consultancy. WARNING if you want a large, slow moving, high politics, high travel security consultancy that demands their a pound of flesh this is NOT for you. Client focused opportunity. Prior consulting experience is essential within Cyber Security. Experience working with businesses to identity and make recommendations to mitigate cyber risk. Some of the nice to have certifications. CRISC, ISO27001 Lead implementer, CISA, CISM, CISSP UK based - remote first mentality. (With some travel) Training budget Unlimited holiday Looking to interview immediately Unable to offer sponsorship.
- identity access Management Consutlant
- Upto £80,000 plus benefits
An Identity & Access Management Consultant is needed for an expanding business based in the United Kingdom. (Remote role with monthly office meet ups) The Identity & Access Management Consultant will be responsible for the technical design and implementation of Identity & Access Management/IAM products for a wide variety of clients. Deliver bespoke end-to-end consultancy service to our clients, from gathering requirements through to implementation. Work in a close team designing, developing, and implementing first-class IAM solutions. Manage client relationships, working closely with key stakeholders to continually evaluate business requirements and ensure the highest quality solution delivery. If you are interested we are looking for an individual with Previous experience working within the IAM or CIAM field is essential, Strong knowledge with SAML and Oauth and ideally OpenID Previous experience from any of these technologies: One Identity, SailPoint, Saviynt, Ubisecure, Ping Identity, would be advantageous
- 17'5 NOT 4 7R4P | Pen testing Lead 100k++
Lead Penetration tester wanted please. - This is however a Master level as appose to padawan. 1. 100k+ for the skilled individual. 2. Research / training time 3. Hybrid role- 3 days at home 2 in the office with the team in London. (11am - 16:00) 4. Exclusive opportunity. So yours to hear about if you are quick. Infrastructure and Web application / red teaming pen testing experience Someone that can scope, deliver and speak to clients.
- It's Pen Testing, The good, the bad and the ugly
- United Kingdom
A new lead Pen Testing opportunity, AND slightly different from the usual you may see. The good, the bad and the ugly… Lalalalala la laa laaaa The GOOD 1. £90-110k for the skilled individual. 2. Research / training time 3. Hybrid role- 3 days at home 2 in the office with the team in London. (11am - 16:00) 4. Exclusive opportunity. So yours to hear about if you are quick. The bad 1. You have to apply or email me so we can speak. 2. 17'5 NOT 4 7R4P or click bait The ugly 1. It’s only ugly if you don’t reply and someone else you know gets it. Infrastructure and Web application / red teaming pen testing experience Someone that can scope, deliver and speak to clients. Apply today for more information.