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.
source contactcentres
Industry: Unified Communications
Latest Jobs
-
- Head of CSOC (Cyber Security Operations Centre), London. Greenfield opportunity
- London
- £90,000+
-
CH7928 Identifier Project Head of CSOC (Cyber Security Operations Centre), London. Greenfield UNIQUE opportunity to establish, manage and grow a world class CSOC. Headquartered in the UK, the CSOC will grow and deliver cyber services into an international and underdeveloped market. As a greenfield site the Head of CSOC will be the first person on the ground to build a capability and team around them. The role will include, but not be limited to; Setting up and establishing a CSOC monitoring service using IBM QRadar and Palo Alto CORTEX XSOAR. Develop roadmap for future CSOC capabilities. Establish, develop processes, playbooks and use cases. Recruit, Build and train a specialist team. Build relationships with key clients- onboard and scale. The successful candidate must have experience working within / leading a technical Cyber Security monitoring capability. Technical experience working with IBM QRadar and Palo Alto CORTEX XSOAR will be highly beneficial, although other SIEM / Security Orchestration, Automation and Response tools are welcome as the skillset is transferable. This brings significant opportunity and welcomes creativity / best practice. Frequent travel to London office will be required. Chris.holt@dclsearch.com 07884666351
-
- Aruba Data Centre Network Engineer
- Berkshire
- Upto £500 a day
-
**Outside of IR35 contract** Aruba Data Centre Network engineer is required to start ASAP. You will be responsible for Data Center and Campus Network - Design and implementation of Aruba CX Switches, We are looking for an experienced data centre engineer who is happy to work remotely and autonomously Experience you will need to have, Solid Networking experience with good knowledge of -Routing & Switching - MP-BGP EVPN VXLAN, MPLS/VPLS, EIGRP, BGP, OSPF and Multicast, Experience with Aruba switches ideally the CX range Ideally SC cleared or able to become SC Cleared. This will be a 3 month rolling contract
-
- Network Engineer-
- London
- 65000 plus bonus
-
An exciting opportunity has arisen with a global financal business that are looking for an experienced Network engineer with strong Firewall experience in particular Checkpoint You will be responsible for help to support and manage the network infrastructure both LAN/ WAN And VPNs and will have a focus on network secuirty (Checkpoint firewall and Security controls) This is a multi-Site environment with few thousand end users, As the business is growing so is the network so great opportunity to join an expanding business that will help cross-train you in both cloud and onsite solutions. They are looking for a strong network engineer with a mix of expereience o Experience with Azure networking managing VNETs, ExpressRoute, VPNs and other Azure network features such as NSG/MS loadbalancer is required. Working with Check Point firewalls in Azure is desirable. o In-Depth understanding of networking fundamentals including: Network topology, Data Centre Infrastructure systems, Layer 2/Layer 3 Switching, VLANs, Routing, VPNs, High availability protocols. o Demonstrable hands-on experience with Meraki Switches and wireless infrastructure, Arista software, Forcepoint Proxy (would be a strongly desirable), Citrix Netscaler, and Forescout CounterACT Location can be flexible, they are looking for someone who would be happy to do a hybrid working model 3 days at home 2 days in the office.
-
- Technical Cyber Trainer, United Kingdom
- London
- 80,000
-
Technical Cyber Trainer, United Kingdom Cyber trainer needed to build a new cyber training capability to develop a team of international security analysts. Technical Cyber training experience is a MUST. Any experience delivering technical Blue team based training is highly desired. This is a UK based role. Able to travel to London on occasion- when required. Agile, flexible working. A technical background is highly desirable and prefered. The role Aid in the setup, fine tuning and on-going customisation of Technical Cyber Security’s training platform. CyberBit experience desirable. Design, develop and deliver the internal syllabus to train employees with low cybersecurity knowledge to become analysts. Manage, monitor, support and assess learners. Fine tuning training and bespoke development. Manage, monitor and assess SOC analysts. Support employees through their career. The ability to deliver remote training is essential. This is a UK based role. Able to travel to London on occasion- when required. Agile working. Apply today to find out more information. Chris.Holt@dclsearch.com +447884666351