In the ever-growing contact center and customer service industry, it’s important to take into consideration the past developments and ponder the direction the industry is heading to in the future.
Your firm needs to be ready to integrate cloud technology into your contact center processes. In previous years, consumers viewed call centers as the primary means of handling immediate problems, and this has led to the development of short-term strategies for dealing with customer emergencies as they come up. The strategies were more reactionary than adaptive meaning that they picked up the pieces as they fell. However, the current trend in the contact center and customer service industry is its integration as a core business process enabling it to act as a relationship hub.
Movement to Cloud-Based Solutions
One of the most exciting changes expected to take place by 2020 is the movement of firms to cloud-based technology. It will no longer be necessary for contact center firms to invest huge sums in massive technology deployment. Instead, they will make use of the cheaper and more efficient option of cloud deployment. Cloud deployment can easily scale with the changing needs of your firm and will enable contact center agents to work from virtually any location.
Preference for Cloud-Based Services
Cloud-based solutions are now the preferred choice for firms with more than 75 contact center agents, and the total number of agents currently in the cloud is approaching the tens of thousands and steadily increasing. Cloud-based solutions permit decentralization of contact center staff and enable customer interaction via all forms of devices and channels at any time of day. The cloud has become the most cost-efficient and effective way of seamlessly integrating and scaling all aspects and processes of contact center processes.
Currently, most firms are experiencing the challenge of coming up with an efficient multichannel technology that incorporates all the modern innovations in the communication industry. They may also need to address the time-consuming process of verification and identification. The conventional means of verification and identification consumes a fifth of the overall customer service talk time.
Consumer-Based “Edge Devices”
By migrating from conventional processes to consumer-based “edge devices,” your company gains the advantage of reducing their client’s compliance effort to almost zero time. The all-pervasive impact of biometric technology has now come to the forefront with the introduction of new and smarter mobile devices from Samsung and Apple. Most people already experience the powerful and highly accurate fingerprint recognition technology that is now available to millions of customers worldwide.
In addition to the innovations in mobile biometric technology, near field communications technology has begun to disrupt the conventional credit card-based payment solutions and processes. If you take into consideration the ability to be able to tokenize identities through vouchers that have been sent via the data channel, smartphone fingerprint or voice print technology can be used in the management of end-to-end verification and identification processes in customer relationship management and contact center applications.