by ,on Sep 20,2019
Most call centers are still using outdated analog systems and
IVRs, which adds to the burden on employees. Some of the other challenges faced by this industry are: high attrition rates, dynamic customer expectations, low employee engagement, stagnated career growth, lack of multitasking abilities, and customer attrition.
Internet of Things, Connected Devices, and Smart Devices
With already more devices connected to the Internet than humans, over billion devices are poised to be interconnected by 2020. This empowers companies with a formidable amount of streaming data to tap into and mine for intelligence on product and consumer behaviour.
Mobile Is the Channel of Choice
As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring customers can reach them when and how they prefer.
Mobile app, and mobile friendly website, for quick responses to common customer questions and issues.
The Death of Messenger Becomes a Possibility
This year’s Cambridge Analytica scandal flagged up the wide-scale abuse of private social media data and placed real pressure on Facebook to reveal the sheer depth of personal data that it has been capturing from its customers.
Customer Feedback Will Be Used More to Improve Experiences
Voice of the Customer (VoC) data to actually shape customer journeys and design experiences rather than just react to issues as they surface. By capturing what customers want to achieve, smart VoC initiatives can inform customer experience re-engineering to address 100% of customer needs, whether they’re engaging digitally or through the
contact centre solution.
Artificial Intelligence
Artificial Intelligence, or A.I., covers a wide range of techniques such as machine learning and deep learning to develop algorithms that are capable of learning and performing tasks, faster and more efficiently than humans are capable of. As such, Artificial Intelligence is globally recognized as one of the most prolific industries and poised to bring the most advances in operational efficiency and automation. In the contact center industry, applications of Artificial Intelligence are often called Robotic Process Automation or Intelligent Process Automation, and are mainly used to optimize current solutions.
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