Contact center solutions have evolved from answering the phone to fully managing every aspect of operations including customer relationship management (CRM), data analysis, and market research. In spite of this, some still believe that contact center operations have failed to take full advantage of cutting edge technologies that could ensure better customer service delivery.
The good news is that we are in the era of technological breakthroughs that will change contact center operations as we know it. In this article, we provide insights into some of the technologies that will benefit contact centers in 2019.
Call recording and voice analysis
Quality customer service delivery is a key prerequisite for ensuring customer satisfaction. Capturing, storing, and analyzing data about every interaction a client has with your call center allows you to react promptly and tailor your customer service program in a way that increases loyalty.
This is because collecting information about your customers provides you with the data you need to understand what they like or why they were not satisfied. Call recording and speech analytic programs like Recordia enable you to collect and interpret data so that you can improve the customer experience.
Technologies such as speech analytics enable call centers to process speech/audio to understand what a customer wants and how they feel when they call the customer care.
Today’s modern, tech-savvy consumers are very demanding in their quest for a great customer service experience. They expect to be able to reach businesses on any platform, anywhere, and from any device.
To increase customer loyalty, sales, and overall profitability, more and more companies are deploying omnichannel customer service techniques that provide clients with seamless interactions across all channels including telephone, email, social media, chat, text, etc.
Chatbots are increasingly being implemented by companies in contact centers to raise the level of customer service, stay in touch with anyone who shows interest in their products or services and convince them to buy.
A chatbot is typically used in dialog systems to provide some human feel to automated communications to build a rapport with the client and ensure better sales. Also, it allows organizations to automate customer service live chat conversations and conducts conversation through both audio and text methods, allowing for personalized customer service that creates engagement at a higher level.
Chatbots complement human agents by responding quickly to simple queries online, freeing human agents up.
Business Intelligence and Artificial Intelligence
AI-powered digital solutions are one of the essential technologies that are gradually making their way into contact centers. More and more businesses are incorporating these technologies in an effort to transform customer service interactions to improve the customer experience, loyalty, brand recognition, and the bottom line.
AI-powered intelligence agents, through their pre-emptive problem-solving approach, ensure customer satisfaction and increase in sales, thanks to their ability to continually digest data from dozens of information streams to make sense out of prior interaction and customer preferences.
This enables them to deeply understand the clients and serve up personalized content and product recommendations that will boost sales.