Call centers are constantly changing and adapting to fit the growing needs of customers, and – surprise – those changing demands and expectations are more dynamic than ever. When we’re looking at the overall landscape of call centers and support teams putting in the time with these customers, it’s always important to identify trends and patterns that help us shape our strategies.
Call Center Predictions from the Pros
In a recent Call Centre Helper article, their panel of experts has published their call center predictions for 2019, ultimately defining how they believe the industry will evolve this year. Among 23 fantastic pieces of insight for any size of call center or support team, we pulled out 7 of our favorites.
1. Organisations Will Realise That Mobile Is the Channel of Choice
The lowest hanging fruit for self-service for 2019 planning is to make sure that you’ve optimised your mobile app, and mobile-friendly website, for quick responses to common customer questions and issues. – Chris Bauserman at NICE inContact
2. Customer Feedback Will Be Used More to Improve Experiences
By capturing what customers want to achieve, smart VoC initiatives can inform customer experience re-engineering to address 100% of customer needs, whether they’re engaging digitally or through the contact centre.
3. A Greater Effort Will Be Put Into Training Advisors
Next year, contact centres should focus on training advisors and providing them with great tools so they can, in return, look after customers. – Stephanie Liais at RingCentral
4. Technology Choices Will Be Made in Light of the Overall Experience
Customers will become increasingly frustrated with the lack of human interaction and a fractured customer journey as businesses struggle to tie channels together. Customers expect to seamlessly switch from self-service options on web and mobile to chat, email or phone. – Kris McKenzie at Calabrio
5. Channels Will Increasingly Be Joined Together
In 2019 contact centres will be offering more to meet consumer expectations by joining up multiple channels – from voice to website to messaging app. We’ll be joining up systems and working smarter to provide faster, user-friendly services that engage with customers better. – Ken Reid at Rostrvm Solutions
6. Contact Centres Will Extend Digital Transformations to the Back Office
There will be a new focus on constructing an organisational core where automation, reporting, analytics, workflow, real-time analysis and integration with other systems will change the way work gets completed. – Nick Emblem at Business Systems
7. Identifying and Retaining Unhappy Customers Will Become a Priority
Of course, there will be cases when an unhappy customer becomes frustrated that an organisation has been unable to resolve their issue. But through predictive behavioural routing, unhappy customers can be routed to the employee or channel best equipped to handle their personality style, resulting in more productive and positive outcomes. – Ed Creasey at NICE
How to Set up Your Call Center or Support Team for Success
This year, it’s more important than ever to stay on top of what customers expect from their customer service interactions and support engagements. For the vast majority of consumers, how these interactions are handled can improve or diminish how your customer service efforts are perceived.
Zingtree decision trees are one such tool that was specifically designed to improve the customer experience, reduce support tickets, and enhance agent-to-customer communications. It’s a fully interactive, completely customized, mobile-friendly decision trees to guide customers through a setup process, troubleshooting, returns, and more. Zingtree helps bridge the gap between what customers want from a personalized support experience and what businesses can easily provide with limited resources. In short: decision trees help build better call centers and support efforts!
Want to see more about how Zingtree helps call centers and support teams around the world to keep up with (and stay ahead of) trends in customer service? Contact us to learn more or get started today!