Optimize your business with 10 new Contact Center trends

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When customers have more than one choice, competition in the market will arise. The fiercer the competition will be, the more businesses will be encouraged to invest and build a professional contact center. In order to constantly improve the quality of customer care activities, businesses must keep up with new trends in the field. Let's BECARE.io Let's take a look at 10 new Contact Center trends in the near future!

1. Application of AI – Artificial Intelligence

Information technology develops at an advanced level with AI initiatives that will help people thrive, reduce errors as well as inefficient processes in the business process. When the number of customers is increasing to meet the competition, artificial intelligence is extremely necessary. 

AI will help the contact center system improve automation, standardize service processes and optimize resources for businesses. Humans will teach intelligent robots the knowledge and ability to interact like humans. Through technologies such as: Speech-to-Text (Speech to text parsing); Text-To-Speech... these technologies will become tools to analyze the level of satisfaction through the voice of business customers. 

Some AI features that can be applied to Contact Center include: Voice biometric recognition; Smart call threading application; Automatically fill information in fixed information fields; Call assistant for switchboard staff; Automatic call according to the available script by voice reading AI,…

2. Omni channel contact center becomes essential 

In 2017, according to a study by Nextiva – an internet voice protocol company based in Scottsdale, Arizona, it was shown that a customer will contact a business through at least 3 different communication channels but still want to Experience the seamlessness while using the service of the business. Therefore, the omni-channel contact center solution helps businesses connect with customers through many different channels such as: Hotline, Facebook, Zalo, SMS, Chat, email, ... on a single platform. best. When all customer information is gathered on one platform, it will help businesses have enough information to portray and understand customers better.

3. Social media gradually becomes a channel for users to seek support

If before, social networks were only for young people, but in recent years, social networks are no longer limited and increasingly popular among all ages. According to the statistics of We are social organization in 2019, in Vietnam, the group of social network users such as Facebook aged 45 and over is the group with the highest growth rate, increasing to 60% per year.

Social networks are increasingly popular in all ages and customers also want to be able to communicate easily and quickly with all relationships through their favorite social network channels and not exclude business relationships. business. 

4. Chatbots are still a popular communication channel

According to reports in 2020, chatbots have always been the favorite and most used communication channels and generated 43% of online purchasing power. Chat bots work well on both your e-commerce sites as well as your business's social media pages.

5. Video call apps are getting more and more popular

After a big pandemic, all activities have gradually moved to online and customer care activities are no exception. The call application will help employees communicate directly with customers quickly and safely without having to meet face-to-face or worry about difficult-to-solve problems when using channels such as voice calls and messages. . This is also a trend that is strongly applied in building eKYC processes, identifying customers online, helping customers not need to go to a transaction office but can still open a transaction account at a bank or financial company. main.

Video calls also help businesses increase the conversion rate when making purchases, reduce the cost of opening offices and branches, and importantly, businesses and customers will not face geographical barriers.

contact center

6. Outsource Contact Center service

Currently, to be more optimal in customer care activities, many businesses have conducted Outsource Contact Center service. For businesses, outsourcing the Contact Center service will reduce the cost of operating, renting offices, purchasing as well as maintaining equipment.

When your call center is built on an online platform operated by a 3rd party, you have the ability to quickly and flexibly set up customer care points, serving a wider audience without not limited by geography, technology operating personnel costs and infrastructure investment costs.

7. Sales and customer care are closely connected

Previously, the sales department of the business and customer care activities were two independent activities, customer care activities only participated in supporting when there was a complaint problem. However, this thinking has caused businesses to miss a lot of information, opportunities for development as well as a lack of information that has put the agents in a passive position and unable to take better care of customers.

Therefore, contact center activities have been combined with CRM software to help agents have more information, be more proactive in solving customer problems and bring more personalized experiences. than. In addition, agents who understand the buying behavior of customers also help businesses increase the ability to cross-sell and upsell, thereby creating a link between sales and customer care. 

8. Reporting features are increasingly valued

To know if their employees are working effectively or not, businesses are increasingly focusing on reports as well as statistics on data. Manual methods based on supervisor reviews will need to be replaced with detailed statistics on each operation of the switchboard software. Real-time statistical reports help management to easily evaluate and make the necessary decisions to improve the efficiency of the call center.

9. Cloud agility becomes essential

At the beginning of 2020, the COVID 19 pandemic has forced businesses to quickly switch to online operations to ensure that all activities are carried out normally and seamlessly. This makes businesses more dependent on their own level of technology application.

Cloud storage platforms will give businesses more flexibility in all situations, ensuring quick transitions between states. This is far from the traditional way, if enterprises using fixed solutions will face serious obstacles such as depending on the capacity of physical hardware.

In the near future, the more flexible businesses are in applying technology to their production and business activities, the more they will ensure their regular presence with customers and meet their needs. This is why businesses need to develop agile strategies that allow them to adapt quickly to change.

10. Enhance information collection and analysis of customer behavior

Data is a valuable asset of every business, constantly thickening its data warehouse will help businesses easily exploit data for activities such as building customer strategies, increasing sales efficiency and customer retention. Therefore, the automatic factor to collect information, customer behavior, organize and process data scientifically is increasingly considered a prerequisite when building or outsourcing a contact center system for customers. enterprise.

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Solutions to improve customer experience are important because every business, big or small, in any industry or field, needs better customer service. Let BECARE accompany you.

BECARE.io – A comprehensive customer service provider with a full package of customer service personnel service solutions and omni-channel contact center software designed specifically to suit all needs and requirements. enterprise size. BECARE is committed to bringing the best customer service experience to its customers.

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