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Technology in Today's Customer Contact Centers

by Mitch Perkal - December 18, 2013

Technology in Today’s Customer Contact Centers

Customer contact centers are now faced with the task of serving consumers across multiple communication channels. As technology advances at an accelerated rate, customer contact centers are expected to utilize these next-generation solutions and tools to enhance customer service and create new efficiencies to help build business.

Below is an overview of advanced technology solutions and tools that are being used in today’s customer contact centers.

The Cloud

In the last several years, the use of cloud computing has increased exponentially. Cloud technology has created flexible solutions for contact centers which help align interactions and applications. This technology has changed the way contact centers monitor customer service quality and manage each customer interaction.

Voice Biometrics

Voice biometric solutions such as voice authentication offer a secure, convenient solution for companies to verify identities in an efficient manner. Not only does this technology make the verification process easier for companies to complete, but it also is more accommodating for customers as well.

Workforce Management & Optimization Technology

Workforce optimization tools have evolved to help companies identify opportunities to improve procedures and proactively guide the customer contact process. This technology can be used to generate call center trends and forecast call volumes and agent staffing needs to increase the overall productivity of a company and help it better serve customers.

Intelligent Call-Back Technology

As consumers’ expectations increase, customer service issues such as long wait times have become unacceptable to today’s consumers. Scheduled call-back technology has increased customer satisfaction by allowing the customer to decide whether they want to wait on hold or receive a call back. New intelligent call-back technology also tells customers when they will receive their call-back, making the contact center experience even more convenient.

Contact Interaction Solutions

Mobile Technology

Today more consumers communicate via their cellular device than home phones. Customer contact companies can take advantage of this by supporting the needs of their customers through mobile applications and services. Mobile technology offers companies greater flexibility in meeting business needs while giving consumers solutions at their fingertips. New solutions include options such as SMS communication which allow customers to instantly text agents their inquiries and concerns.

Interactive Videos

Video communication solutions allow customers to have live video sessions with agents. This option is extremely useful for customers who have issues which need to be physically viewed by an agent.

Instant Messengers

Instant messengers are not a new development, however
contact centers are now learning how to utilize them to better communicate with customers at a faster, more efficient rate that is ultimately more convenient for customers and more profitable for companies.

As contact centers continue to incorporate new technologies into their business, it is important to constantly report and monitor the performance of each tool and solution and regularly make adjustments as needed. Maintain a competitive advantage by embracing new technology in your customer contact center.


Mitch Perkal writes on behalf of, Aspect, a global provider of workforce management and contact center solutions. Aspect helps you build, enhance and sustain stronger relationships with your customers by uniting your enterprise with next-generation customer contact solutions. For more information, visit www.aspect.com.

 
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