3 Keys that will change the face of the contact center in 2020!!

The industry is changing, with the changing customer preferences and new technologies. But, what will be the top contact centers seems like in 2020 and beyond?

2020 is shaping up to be the year of strategic thinking: better analytics, more intentional social media conversations and innovative ways to involve artificial intelligence.

The three key points to build a picture of how the contact center will look in the future along with research and strategies, helping you make the best decisions for your customer experience. Some of the key takeaways include:

Artificial Intelligence Integrated into Customer Interactions

To Streamline call center experiences for customer and agents, business is getting deeper into predictive analytics using artificial intelligence.

With the introduction of artificial intelligence (AI), companies can now improve CX by learning more about the customer and anticipating their needs. Many CX-focused brands are deploying artificial intelligence technologies strategically at key customer touch points.

The Digital Transformation Be a Key Part of Digital Strategy

The modern business environment has completely restructured owing to the applications of advanced technologies. Digital channels are here to stay and continue to grow with channels such as live chat and apps building in popularity. Businesses need to take care the whole of the customer experience: a truly digital contact center redefines the customer experience from start to finish.

it’s not the thing about using the right channels to communicate with customers where they are; the smartest businesses are integrating technologies across their business to provide full customer context with each interaction and leveraging system data to provide proactive service.

Chatbots Have Appeal – But You Need to Get the Balance Right

Chatbots have become one of the latest staples of modern Contact Centers. Automation within the contact center is inevitable, but you need to make sure that you get the right balance between agents and bots when building your customer journey.

All these trends have shown us that the call center sector has is adopting new technology at a steady pace, keeping customer expectations in mind and learning from their shortcomings to deliver a better customer service experience.

How CRM Improves Call center Agent Productivity?

Even with all the advances and changes in the world of marketing, a happy customer will become a promoter of the brand. But, only a happy agent can drive contextual conversations to increase customer satisfaction, hence a happy customer. Having said that, we can deduce the worth of investing in your agent’s productivity. Agents are bottle necked with strict deadlines and have got no time to take a break from their busy schedules. So, how do you take care of your agents?

Integrating CRM with leading applications help agents to increase their productivity & also help them to deliver quick service to the customers. The Recent studies says CRM applications can increase sales by up to 29%. A CRM Software allows agents to get a holistic view of customer’s details and their buying behaviour which helps them maintain the context of their conversation.

Here’s how your agents can benefit from CRM Integrations:

Single Sign-On

How would you like it if you didn’t have to remember multiple passwords and log in process was just a click away? Automatic two-way synchronization between CRM and your system eliminates the need of entering passwords every time you have to log in.

Drive Contextual Interactions

Do your agents struggle with remembering customer’s details? Of course, they do when they handle high call volume each day. Customer’s interaction history displayed in CRM will help agents understand their journey and pain points. And, once they know the problem, they can drive contextual interaction.

Knock Out Human Error

With bottlenecked schedules, agents fail to deliver consistent service because they are always stuck with manual errors. Reduce the possibility of dialling wrong numbers when you can have a click-to-dial functionality. Agents can dial any number with just one click without manually dialling the number on CRM.

Quick Call Functionalities

While agents are on call, they can transfer the call to other agents and solve customer’s query in one go. Allowing agents with functions like call recording, conference call, and scheduling a call back helps them in resolving the queries quickly. Through CRM the agents have the edge of call disposition in CRM to add notes and follow up with customers.

Agents work round the clock and they are the building stones of a business. Empower your agents with CRM technologies that help them delight the customers.