Top Trends for Improving Call Centers and the Customer Experience

Top Trends for Improving Call Centers and the Customer Experience

For many companies, their first opportunity to make a positive impression on a customer of potential client will likely be through their call centers. This first point of contact can be the difference between providing a positive customer experience or a negative one. That is why it’s important to understand the emerging trends and shifts that are transforming customer expectations and which ones can help to provide a positive customer experience. Businesses that understand the following trends can use it as a competitive advantage in order to gain and keep new clients.

  1. Using a cloud-based hybrid-system to become more nimble

Many call centers are starting to understand the advantages of moving to a cloud-based phone system, or a system that implements both a cloud and a premise-based model. The main reason is the ability to make quick and cost effective adjustments based on your level of business. A cloud-based system allows businesses to scale back representatives as needed without having to involve a team of IT Technicians. Also, new services can be quickly implemented as the market dictates.

  1. The importance of unified communication

Today’s consumers expect companies to be available any time, any place in order to answer questions or resolve issues. They also expect this process to be painless and convenient. Providing a seamless experience across devices and channels makes this process easy for both businesses and consumers.

  1. The move from office to at-home employment

Many businesses are already seeing the benefits of allowing employees to work from home, or a combination of at-home and in-office employment. For businesses, they cut down on overhead costs and result in decreased turnover rate for employees. Call centers are seeing increased customer satisfaction due to improved productivity and happiness levels of their employees. Also, businesses are getting a larger pool of qualified candidates by allowing their employees to work from home.

  1. The importance of social media and social engagement

This almost seems like a given, but social engagement has become one of the most important avenues for increased customer service and satisfaction over the past decade. Social media offers customers a new and more personal way of connecting with organizations; it can also function as an avenue for sales leads. Businesses who engage their clients via social media are increasing their brand awareness as well as customer loyalty. The use of social engagement will continue to increase, so it’s important to stay up to date with the current social media platforms and trends.

As technology continues to advance, new and innovative ways to reach your customers and make a positive impact increase as well. It’s important to stay up to date with these trends in order to gain that competitive advantage. Call centers can be your first opportunity to make this impact. To learn more about customized services for your business, give Davissa a call at 1-877-DAVISSA.

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