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Three Contact Center Trends Improving Customer Experience
Cloud hosting is one of the critical developments in contact centers, offering increased scalability and near-instant access to new features, but it is not easy to switch from an on-site contact center to a cloud-hosted one.
Call centers today are far from the traditional call centers of yesteryear; they implement technology such as AI, chatbots, and cloud computing to enhance the experience of customers. The practice in which agents managed customer service exclusively by inbound and outbound calls used to be call centers. Contact centers are now more common and provide several communication channels, such as instant messaging, chatbots, and interactive voice response systems.
Let us look at three contact center trends improving customer experience:
Enhance the contact center agent experience
Traditionally, many issues have been faced by contact center agents, such as low wages, insufficient space for internal career development, and lack of coaching. These factors possibly led to high turnover rates among the agents of the contact center. Another development in contact centers is an increased attempt to enhance these interactions.
These initiatives include enhancing pay, investing in analytics of agents, increasing coaching, and creating live agents' more secure, long-term career paths. Some organizations aim to empower agents with gamification systems that enable weekly badges or gift cards to participate.
Cloud contact centers
Cloud hosting is one of the key developments in contact centers, offering increased scalability and near-instant access to new features. Still, it is not easy to switch from an on-site contact center to a cloud-hosted one.
If companies decide that a successful move is a cloud contact center, they must choose the correct software. Key skills also include monitoring, staff management, call flows, and transaction routing, both in real-time and after-the-fact. Businesses must then decide the contact center use cases and a pricing scenario, and a cloud contact provider that matches those criteria must be identified.
When a customer wants assistance that can be done by only a person, chatbots can facilitate by moving the customer to the right live agent, offering suggestions for the next move, or performing research in the CRM system, providing solutions to a live agent. The quality of service is probably the most significant advantage of chatbots. Chatbots will help customers 24/7, which can mitigate concerns about contact center staffing.