In 2020, a number of new trends arose and contact centers were bombarded with large volumes of callers that needed information, guidance and solutions to problems that continued well into 2021 and look to progress further.
Truthfully, we’ve all experienced our fair share of challenges and tried our best to overcome it. The power of technology was vital in providing contact centers the perfect solution to evolve and take on ongoing and upcoming challenges mainly caused by COVID-19.
Saying all this, both agents and managers of many contact centers adjusted gracefully enough — given the severity of the situation. The pandemic led different companies the best they can, albeit with a slight panic, and formulated solutions to pass around the coronavirus. This, of course, included the shift to remote working — which also poured in realizations on needed changes in customer experience and service provisions. In other words, customer satisfaction is still a priority and no valid excuses exist to not provide that.
Contact centers can only provide that if everyone and everything are in sync, well-managed and use the best, effective and (reasonably) latest technology around. Delving deeper into contact center technology, it is not just an advantage anymore — it is a necessity. What are the best technologies contact centers should use in 2021? Below, we list down technologies contact centers should get and use to provide the best customer service.
Naturally, relying on cloud is a must in response to the COVID-19 outbreak. Companies realize the importance of cloud and steadily relied on it to store and share vital information without being restricted to physical locations.
Cloud, in layman’s terms, is a virtual storage found on the internet. There, contact centers can place their files such as software applications, videos, files and more. It is very much important to have an effective cloud technology nowadays, especially with the pandemic still going on and agents and managers alike working remotely.
And, if needed, companies can also multicloud either as backup or a way to avoid putting everything in a single cloud which can cause issues if left unmonitored.
Next on the list of technologies that contact centers should use in 2021 is Artificial Intelligence (or simply AI).
Simply put, gone are the days wherein human intervention is needed in every contact center processes. Many companies that use AI have thoroughly enjoyed its benefits and got an edge against their competitors. It is very versatile as it can aid in business transactions or provide various services. AI can learn and simulate necessary actions to achieve a specific goal.
Furthermore, the beauty of AI is that it does not threaten human workers like many believe. Instead, it perfects what humans work on and continues to work on repetitive processes in the contact center. This results in a happier and more productive agent. Companies’ contact centers should make sure to grasp the power of AI and use it to their advantage.
Continuing with the trend of machine learning, contact centers should aim to use chatbots and maximize its capabilities. 74% of customers/users stated that they preferred using chatbots for simpler questions, according to a research.
Essentially, contact centers can fully utilize them as a solution to time-consuming projects and human error.
Chatbots can provide instant answers to FAQs and help with customers struggling with instructions and notify agents in the process and let them intervene and deal with problem experienced. Like AI, Chatbots complement agents instead of threatening their work.
Contact centers have come a long way and now boast a customer-centric — not a company-centric — approach. In the same manner, personalizing customer experience is a requirement among contact centers and not just something to provide an edge. It is much more than that.
Omnichannel technology can ensure the provision of exceptional customer experience. With the pandemic still looming around, people would prefer digital service instead of walk-ins. Similarly, it is much preferred than talking over the phone. And, they want to get that service through multiple available channels without the unnecessary repetition of statements.
As a result, many contact centers have invested in omnichannel solutions to provide a seamless experience to customers and retain their loyalty and trust — all the while gaining new ones .
Tegsoft: Communication Software to Make You Happy
Tegsoft is a well-designed platform capable of helping companies provide the best customer experience. This can truly help in establishing good to great call centers capable of almost everything it intends to do!
Surely, we have the best technologies available for contact centers to use in 2021. As call or contact centers continue to improve, so does Tegsoft’s technology. Contact us to learn more.
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