How 6 Things Will Change The Way You Approach Major Call Center Technology Trends In 2021
Deepak Gupta
Building Riemen solution, Angel investor, Always Hiring, Looking for early age startups to invest
The Lockull key still recognizes many of the changes we’ve seen in recent years, such as remote operation and digital power improvements. New advances in call center technology have already been made, which will be disseminated in 2021.
1. More secure contact center platforms
The need for Legal Advice Center platform products to protect user data has increased rapidly in remote work. As we have seen in our Contact Center status report, data security is a major concern for contact center administrators for next year.
2. More omnichannel workstations
Our report also adds that the call center for all locations is now divided into the same rate as that of voice offices only. Users are already expecting to be able to move between channels from different places during their travels. And as companies find ways to increase call traffic and reduce investment, the channels in all channels that allow users to cross-channel information on channels have become popular.
3. More AI-powered assistants for agents
Although artificial intelligence services are not yet an alternative to the actual representation of the call center, they will still play an important role. The actual operation of artificial intelligence (AI) is to improve the user experience with the help of an agent, providing analytical and predictive metrics. An increasing number of technical knowledge management and machine learning systems are helping contact center agents get the right answer faster. As FCR becomes a higher priority, this type of technological development will be developed.
4. Advanced call-backs and virtual queuing technology
Managing huge calls will be a major challenge for call center management in the coming years. Innovative ways to prevent calls until later are desperately needed. While virtual queue technology and callbacks have been around for a long time, they are only just beginning to become the common technology for call centers. This is due in part to a global epidemic and in part because of their mutations. Advanced call features, such as a scheduling call, can help the call manager manage the number of calls by delaying the call to silence. This method is more convenient than keeping the place in order.
5. Voice-to-message technology
One of the most interesting features with us is the messaging technology for call centers. This smart method of delaying calls to other communication channels causes some friction in the customer experience, but increases FCR and reduces the load on resources. Customers are given the opportunity to leave a voicemail message and later contact the agent with a reply. Their voicemail is written in the text and sent to the appropriate representative. The agent then finds a solution and responds to the customer via email and, of course, forwards them from the voice channel.
6. More agent performance and monitoring technology
In hybrid-style contact centers that are likely to adapt, contact center managers are looking for technologies that can help them monitor and analyze agent performance. Through detailed monitoring has a bad tone, it is important for an advanced contact center and not to be confused if done correctly. In addition, to driving KPIs, focusing on satisfied and emotional customers will bring new calling and innovation devices. Many of them will also include mental health and technology professionals.
Driving the Major Contact Center Technology Trends 2021
Demand for safer, better integration, state-of-the-art technology to support remote contact center teams will shape the industry next year and more. Increased call volume and agent redundancy also control the annual trends in call center technology. With rapid innovation and the development of minimized solutions, it is possible to develop some new technologies that we never imagined. This is an exciting time for contact center technology.