Contact Center Solutions Positioned to Take Off in 2019
Today we want to talk about what to expect in 2019 regarding call center solutions. In this article, we will discuss the technology that can make a difference in your outbound or inbound contact center today.
Below you will find our favorite solutions positioned to take over in 2019.
3 Contact Center Solutions Positioned to Take Over in 2019
1. Omni Channel Communication
Today most people are accustomed to using various methods of communication: text, IM, chat, FB messenger, and email, to name a few.
And while Omni-Channel may not be a fit every business, it is essential to understand. Businesses that have customers with this need should provide them with multiple channels of communication. Creating multiple channels for your customers to get or stay in contact with you will increase customer retention as well as improve opportunity conversion.
And remember, it’s not solely about how you want to communicate with your potential or current customers – talk with your team and ask them what they think about opening up new methods of communication.
2. Gamification to Improve Agent Productivit
It’s time to create a fun, competitive environment for agents to play and work hard. No, we are not saying video games are about to take over the contact center scene. Gamification is not the next big war video game or the next monopoly. It is bigger than that! Gamifying is a solution that will help you get the most out of your contact center agents by providing them with an incentive to produce.
Systems such as Ambition allow managers to set goals, create live scoreboards, as well as build contests within their customer service and sales channels.
Reasons to consider adding Gamification to your business:
- Is management constantly dealing with agent turnover?
- Do your agents lack the motivation to receive more calls during peak hours?
- Are you looking for ways to build comradery among your agent team?
What you can expect by implementing Gamification in your contact center –
- Adding performance incentives will encourage your team to work harder.
- Live scoreboards will ensure your team will be publicly recognized for their efforts.
- The creation of teams within your gamification tactics will build comradery that normally would not be there.
3. VPT aka Voice Powered Technology
Even if you’re not familiar with the lingo, I’m sure you are familiar with the technology – Siri, Alexa, and various other products and platforms are already using VPT. Voice Powered Technology has already entered most of our lives, and there is no reason to believe that it won’t also be joining the workplace.
As a contact center solution, VPT may be one of the most useful for cutting wait times and growing efficiency within your contact center. The smarter your systems are, the easier it will be for your agents to tackle the problem – think of it as a virtual assistant to your call center agents! VPT solutions will provide more time for your agents to handle what is needed vs. seeking to understand what is required.
Please let us know what your thoughts are and whether you foresee any other significant contact center solutions happening in 2019. Let us know in the comments.
Until next time, be well.