Top 10 Technological Contact Center Trends

Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015.

Smartphones: Global smartphone shipments are expected to jump this year by 25% according to Digitimes Research, By 2015, IDC expects more US consumers will access the internet through smartphones than PC’s.

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014.

Customer Feedback: When it comes to improving customer interaction, a whopping 38% of call center managers say that measuring results are one of their biggest challenges. Call centers are notorious for implementing many different technologies, which can make reporting difficult, convoluted and time consuming.

Video Support: Video is making its way to the call center; thanks to the amount and detail of information it provides customers. In fact, 18% of managers plan to introduce or upgrade this emerging technology in the next two years.

Intelligent Call-Back: Call-back technology is finally getting the mainstream acceptance it deserves. In fact, 75% of consumers said they would be likely to use it according to a Forrester study, more than any other emerging call center technology.

Social Media: Social media has fundamentally disrupted the call center. When customers are frustrated with a phone support experience, 16% will share it on sites like Twitter, which can be disastrous to a company’s brand.

Speech Analytics: Speech analytics measure how a caller feels by analyzing the tone, speed, and loudness of their voice. This helps companies automatically prioritize callers based on what emotions are detected.

Customer Experience Design: Driven by economic pressures and commoditized services, call centers are using the customer experience landscape to differentiate themselves. A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals.

Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future.


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