Contract Center Trends Enhancing Customer First Call Centers

According to a recent worldwide study, the global cloud-based contact center industry will treble in value over the next five years.

Fremont, CA: With several studies indicating that customer service is more essential than pricing when it comes to purchasing, many businesses are investing in call center technology to better engage with consumers. Let's see some of the biggest trends:

• Smart Cloud Migration

The cloud's flexibility and efficiency, which have fueled the overall digital rush, have also encouraged enterprises with contact centers to adopt the cloud en masse.

According to a recent worldwide study, the global cloud-based contact center industry will treble in value over the next five years. Companies that use cloud-based contact centers benefit from speedier deployment and implementation, greater flexibility, simpler agent management irrespective of location, & the ability to grow and upgrade.

• AI and Analytics

Corporate contact centers are going all-in on big data to provide better customer service. Most contact centers are increasingly integrating digital technologies, like voice-based analytics and artificial intelligence (AI).

Recent breakthroughs in digitalization, fueled by machine learning and AI, have enabled a growing number of businesses to employ voice analytics to transform gathered data into meaningful insights. According to one recent research, the worldwide speech analytics industry will be worth 3.8 billion dollars by 2025, up from 1.5 billion dollars now, representing a compound annual growth rate of more than 20 percent.

• Sound

Businesses must also dedicate time and effort to pick headsets that enable their call agents to provide excellent customer service to get the full benefits of their investments in emerging technologies such as cloud and AI.

As technology becomes a more dominant aspect of customer service, hybrid contact centers with human agents and AI will evolve. Operators must be acutely aware of how these changes affect customer experience. While automation and AI-powered self-service and chatbots can enhance productivity, a recent survey revealed that a 78percent of consumers desire more human connection, not less, demonstrating that automated services cannot replace the human component of customer care.