The contact center is the best way for enterprises to connect with their customers. The contact center sector is experiencing major change with the advent of recent technologies and a shift in customer expectations. These developments have forced organizations to change their strategy to stay relevant in the market. Enterprises have started re-evaluating their customer communication approach and incorporating new technologies to improve a customer’s contact center experience.
Listed below are trends that are influencing the evolution of modern contact centers:
Artificial intelligence (AI): Leveraging AI tools help an organization to improve agent productivity and customer experience. Artificial intelligence offers behavioral analytics which allows contact centers to detect social cues from the agent and customer like the tone of voice, speech patterns, and so on. Behavioral analytics allows agents to take necessary measures according to the business requirement. For example, If the customer is not happy with the product and is annoyed, then behavioral analytics can suggest a path to calm the customer or escalate the call to the supervisor.AI tools can also solve significant pain points like IVR that affects the contact center experience for both agents as well as customers.
Messaging: Consumer messaging apps are another way in which contact centers can improve the customer experience. Many contact centers are integrating with messaging apps like WhatsApp and Facebook Messenger to connect directly with their customers. However, organizations need to have multiple chat channels to support the growth of consumer chat in the contact center as they can't expect customers to use only one app to avail the services.
Unified Communications: Unified communication can provide additional support for centers. The convergence with Unified communications vendors will allow contact centers to buy integrated unified communications and contact center services. This will help organizations to provide tightly integrated communications services. Organizations that are integrating Unified communications and contact centers should evaluate their vendors carefully as some unified communication vendors partner with third-parties to offer contact center support, while others provide native contact center services.