Technology plays a critical role in the call center’s ability to improve customer service. But with technology for the call center emerging at an exponential rate, it is critical to stay up to date on the latest offerings to ensure that your organization can retain a competitive edge. So what have been the biggest recent trends in call center technology?
Natural Language Understanding Chatbots
Natural Language Understanding (NLU) is the technology behind conversational customer service chatbots. NLU makes finding answers, staying informed and accomplishing everyday tasks effortless. The result is a better customer experience by removing the frustration of rigid automated interactions. Well-designed customer support chatbots empower customers, improve employee satisfaction and help companies deliver exceptional service while reducing costs.
Call Center Performance Analytics
Call centers aggregate more customer data than any other department within your organization. But there’s a big difference between information and intelligence. Simply aggregating data will not give you the context you need to provide robust support. By integrating automated analytics tools, contact center analytics turns information into intelligence that can be acted upon, giving call center agents the tools to provide comprehensive customer service.
Social Media Customer Service
Social media channels continue to grow at an astounding rate. As consumers flock to these sites, they are leaning on brands to provide customer support. With capabilities like live-streaming, savvy business are putting more resources into providing seamless, integrated omnichannel customer support that encompasses social channels.
Self-service has also continued to boom since the beginning of 2018. Businesses with the greatest customer satisfaction rates are integrating self-service offerings like IVR and automated text response, empowering customers to resolve their own issues without speaking to a call center agent. This has continued to extend out into proactive outreach as well.
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