Contact Center Future Trends You Need To Know For Victory

Posted By: admin | 20-Apr-2018 | call center

As businesses and contact centers set objectives and goals for 2018, it is high time to think about your customer preferences and at the same time impactful contact center future trends. Experts saw a ton of changes in the call center world in the last decade. Cloud technologies and virtual specialist’s requirement are on the edge of everybody’s minds. Moreover, online networking was more imperative than any other time in recent years. 2018 is turning out to be the time of vital reasoning: better examination, more purposeful web-based social networking discussions and creative approaches to include computerized reasoning.

Through headway’s in innovation, connections have turned out to be friendlier and more efficient than ever. To enable you to remain on focus for 2018, we’ve recognized top contact center future trends influencing the eventual fate of your call center:

Future trends in call center industry

Call Center Analytics Is Now Vital

According to Shep Hyken, “The purpose of every business and organization is to get and keep customers.”

Let’s face it, some of the old systems are completely replaced with the latest technology. Gone are the days, when it was entirely the responsibility of team leaders to track down the performance of their team. Moreover, results and guidance were never timely, as a single person is unable to remain there for all of the team members.

Not to mention this, smaller and bigger, all sort of call centers are now utilizing call analytics. With the latest technology, there is generally no area of business which is left neglected. In addition, all of the areas of the call center management is available to the team leaders. They are aware of their team performance and able to direct them!

Happier the Agents, Happier the Customers

You can’t script for victory unless your company employees are happier with you. Not only they are the persons who are representing your brand, in fact, the entire sale procedure is dependent n them. Instead of laying focus on pressurizing or stressed out your agent, the smart strategy is to empower them with the right knowledge and skills.

For instance, according to call center statistics 2016, fruitful businesses are already investing in their employees and think of them as a company asset. Call center agents, good in communication doesn’t rely fully on a sales script! Or some of the skilled agents are able to deal the entire call themselves and don’t need help from the team leaders. Empower your agents for sustainability of your call center.

Omnichannel Is Not The Future- It’s Present!

Listing down top call center technology trends, Omnichannel holds the most important place. According to Deloitte, “92% of organizations that view customer experience as a differentiator offer multiple contact channels.”

Even the smallest of call centers are providing multi-channel approach these days. The availability of choice was luxury some years back, however, these days; it can become the most obvious reason for the dissatisfaction of a customer. Surprisingly, nearly all form of businesses and contact centers are offering multi-channel support, however, only some of these are completely using Omni channel support!

Although an initial system may need transformation or investment amount, it can later become support channel for both the customers and the call center owner. It ensures seamless communication among channels and data routing is simply fast! Talk your service provider about it!

Artificial Intelligence Tools and Applications Are Certain In 2018

With call center industry analysis, most of the industry specialists are fully relying on artificial intelligence applications. Especially this is true for small and medium-sized contact centers as well, using it for a single or more purpose!

Among the other necessary factors for quality customer experience, analysis of data is most vital. Furthermore, to ensure the data is available when communicating with the customer over the phone or chat is equally important. On the other hand, clients expect an instant response when they are chatting!

It is simply not possible for an individual to go through the data and give an answer with lightning-fast speed, however with artificial intelligence tools, this is no longer a problem. Chatbots are amazing and helpful, acting as personal assistants and giving answers perfectly, fulfilling your customer’s expectations.

Cloud Communication And Software Is The Biggest Need!

Although most of the call centers have already adopted this form of technology, still some are left behind in the race. The goal of the contact centers is to remain stable while improving their profitability and customer base. What is cloud communication? Is cloud call center software is essential for call centers?

With the cloud-based system of calling, a contact center is no longer restricting of any location. In case, you need to move your call center, your calling system never disturbs as it works by internet availability rather than manual telephone system. Installation and operating software are effortless.

Even the smallest call centers can get benefit from this technology. This is because several affordable service providers are out there ready to help the call centers and providing the fast-paced cloud communication services in different cost-effective packages.

Give Priority to the Self-Service Process

Effective call centers are known to offer their clients room for self-service and let them help themselves! Since seasonal variation and time affect the call volume, self-service is both helpful for clients and businesses.

With IVR technology, there is no need for customers to stay waiting for being attended by the agent. In the same manner, agents are able to help other customers out there without facing a distraction or stress from the high volume of incoming calls.

A trend has seen risen in recent years, however, this is now the expectation of your customers!


Successful brands are delivering high-quality customer services by putting resources into the new advancements and up-skilling their employees. As compared to all the other businesses, the call center is all about it! From understanding obstacles, for example, operator turnover, the decrease in voice bolster utilization and the requirement predictive dialers smart call centers are on their way to fulfill their goals in 2018!


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