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Call Center trends that are gaining popularity

Call Center trends that are gaining popularity

[fa icon="calendar"] Feb 12, 2013 10:38:28 AM / by Briana Songer

Briana Songer

With all the emerging technologies, customer demands and competition, call centers must adapt to and grow with the challenges and opportunities that come. Trends come and go, but its important that centers pay attention and utilize them to maintain a competitive strategy.
Take a look at recent trends that shouldn't be missed.With all the emerging technologies, customer demands and competition, call centers must adapt to and grow with the challenges and opportunities that come. Trends come and go, but its important that centers pay attention and utilize them to maintain a competitive strategy.

Take a look at recent trends that shouldn't be missed.

Working from Home

Attrition is a huge cost to call centers. To help confront this, many centers are focusing on programs that let agents work from home. If done correctly (key word: support), remote agents can be a great way to reduce turnover and increase your talent pool.

Social Media

Lets your customers communicate with you in different ways. They can find answers with self-service, feel like they have a bigger voice with social channels (facebook, twitter etc) and they can collaborate together. Social media can be used as a great support tool as it helps teams use their time more efficiently. What's more, these tools can capture customer feedback and information, then let agents use that as learning material. Since feedback is something that's difficult to measure but incredibly important, customers can give it more freely and improve their overall experience. Centers can get an overview of the overall audience feeling and identify problems more quickly.

The Cloud

This valuable type of infrastructure has been growing at a remarkable speed. (It's predicted to double between 2013 and 2015) Moving your business into the cloud means decreased investment costs, lowered IT requirements (support and installation) and easier call center management.

Mobile Tech

In this day and age, consumers are connected through a huge variety of devices, which, can be a challenge to figure out how to reach them. Choose methods that let your customer access webpage or queue information while they wait for support.

Emotional Recognition

This technology can actually ''listen'' to a conversation between agents and the customer. When key words like ''cancel'', ''upset'' or ''expensive'' are heard, they alert the agent and/or supervisor to take action while the call is still going on. This type of detection helps measure how the caller is feeling and has a positive impact on the overall caller experience. In many cases, the call center will actually organize the callers based on how angry they are and how they act when they are on hold. If a caller is vocally upset, they will be connected more quickly to an agent.

Call-Backs

It's frustrating to have to be put on hold for long periods at a time. With call-backs, the customer can schedule when they would like an agent to contact them.

Gamification

Applying game elements to business processes has been gaining some recent attention. This type of software helps make the work experience more enjoyable for agents. When developed correctly, a gamification platform can be implemented inside a call center culture to increase performance results.

What new trends have become popular in your call center?

Working from Home

Attrition is a huge cost to call centers. To help confront this, many centers are focusing on programs that let agents work from home. If done correctly (key word: support), remote agents can be a great way to reduce turnover and increase your talent pool.

Social Media

Lets your customers communicate with you in different ways. They can find answers with self-service, feel like they have a bigger voice with social channels (facebook, twitter etc) and they can collaborate together. Social media can be used as a great support tool as it helps teams use their time more efficiently. What's more, these tools can capture customer feedback and information, then let agents use that as learning material. Since feedback is something that's difficult to measure but incredibly important, customers can give it more freely and improve their overall experience. Centers can get an overview of the overall audience feeling and identify problems more quickly.

The Cloud

This valuable type of infrastructure has been growing at a remarkable speed. (It's predicted to double between 2013 and 2015) Moving your business into the cloud means decreased investment costs, lowered IT requirements (support and installation) and easier call center management.

Mobile Tech

In this day and age, consumers are connected through a huge variety of devices, which, can be a challenge to figure out how to reach them. Choose methods that let your customer access webpage or queue information while they wait for support.

Emotional Recognition

This technology can actually ''listen'' to a conversation between agents and the customer. When key words like ''cancel'', ''upset'' or ''expensive'' are heard, they alert the agent and/or supervisor to take action while the call is still going on. This type of detection helps measure how the caller is feeling and has a positive impact on the overall caller experience. In many cases, the call center will actually organize the callers based on how angry they are and how they act when they are on hold. If a caller is vocally upset, they will be connected more quickly to an agent.

Call-Backs

It's frustrating to have to be put on hold for long periods at a time. With call-backs, the customer can schedule when they would like an agent to contact them.

Gamification

Applying game elements to business processes has been gaining some recent attention. This type of software helps make the work experience more enjoyable for agents. When developed correctly, a gamification platform can be implemented inside a call center culture to increase performance results.

What new trends have become popular in your call center?

Topics: supervisor, Feedback, Contact Center, call centers, tips, Customer

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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