February 12, 2021

Technologies That Will Define the Future of Customer Care

Although social platforms and cloud computing currently dominate the call center landscape, there are hosts of other technologies that are adept at helping businesses drive value for their call centers. And even with DMG reports predicting cloud-based infrastructures to double in the next 2 years and social media is literally snatched from the marketing department’s hands to support consumers over new channels, call center managers are conjointly at different stages along the adaption curve of several other technologies. (Source)
After scouring the internet for information from leading experts in the call center industry, we’ve compiled the following list of technologies that you would find within tech-savvy contact centers today – and that could be commonplace in most call centers of the future.

Automatic analysis

If you are a data analyst, you’re probably quivering in your boots as you read this. However, it is what it is; Google is backing a startup called the Automatic Statistician that promises a computer that can read natural language and learn and generate a hypothesis. However, it is important to mention that this tool will require a subject matter expert; their main function is only to take the mundane part out of work. For call center third party QA providers, this technological development piece will mean no longer having to link data together, export produced data to an external device for statistical processing, and create custom visualizations that decision-makers like call center managers can comprehend.

Voice Stress analysis

Did you know that the vast majority of information that flows into your call center goes to waste because of its unstructured design? Speech analytics, therefore, have been designed to capture a call and structure it in such a manner that all the valuable customer information within it is sucked right out. What valuable information are we talking about here? Changes in the tone, pitch, and timbre of a human voice offer a lot of information that can be used to detect emotions and lies for law enforcement. After all, by the time an agent reaches his/her 100th call, he/she cannot remember all these things, thus wasting information. Therefore, be prepared to witness speech analytics take center stage in providing real-time feedback that allows your business additional insight to help advance the almost impossible task of delighting customers. Some of the benefits that speech analytics will offer call centers include:

  • Enable call center managers to identify revenue opportunities. – A customer may call your center to inquire about increasing their credit line to pay for a house down payment. Although giving them a 21% interest rate on a $10,000 loan is recommendable for the bank’s interests, you should provide the customer with an investment instrument in the long term.
  • Facilitate productivity improvements in your call center. – The information provided by speech analytics can actually identify the reasons why a consumer called twice. It can identify when procedures are not appropriate and when agents are under-performing.
  • Improve the customer experience. – Just like speech analytics can identify dissatisfaction with services provided, it can also evaluate customer satisfaction with your call center’s procedures to highlight the best practices.

Also, on the same line is voice biometrics, a technology that will enable call centers to reduce fraud cases and the time spent on the verification process. Customers will no longer be required to tolerate endless questions when all they call to ask for is the company’s operating time. Saving 10-30 seconds, this technology offers a real payback.

Mobile tracking

Smartphones are expected to overtake PC as the main access to internet connection by the end of 2015 for U.S consumers. In fact, it is already happening. In its trail, however, this transition has created a gap for businesses to take advantage of. Companies like Nomi and RetailNext are making huge profits from finding such simple facts as to which paths consumers take in stores, which store displays make consumers stop to look, and even how long consumers stop in stores without making any purchase. How do they achieve this? They use the cell network to track unique signals from the communication signature of consumers’ cell phones. This remarkable source of behavioral information is bound to be of great help in building location-based data into the customer experience. Also, with most smartphone users spending most of their time utilizing applications more than the internet, there is a growing concern for call centers to develop their own custom applications.

Real-time decision monitoring tools

Consider this a more sophisticated version of speech analytics. Instead of waiting to evaluate calls answered within your call center after the conversation is over, these tools allow you to evaluate the calls as they occur in real-time. This way, you can easily view the activities on an agent’s PC and flag down any fraudulent activities or shoot specific questions to the customer for cross-selling purposes. Although currently utilized by very few contact centers, real-time decision making and monitoring tools are predicted to provide call center managers with the ability to handle and solve issues way before they escalate.

Data Sharing Relationships

Companies are increasingly discovering the unanticipated value in customer data. And no place is this fact more obvious than in multi-billion dollar businesses like Facebook and Google. After all, if a product is free, it is most likely that you are the product. In the same way, contact center managers are discovering the value of strategic data-sharing alliances. Just think about it for a second, in the current hyper-competitive market place, wouldn’t having a partner that can help you understand your customer’s needs, preferences, and expectations of customer experience be of invaluable service?

Conclusion

Clearly, the future of customer experience is exhilarating. New technologies are being introduced into the call center market that transforms how we look at and analyze information. This means that if you are being a laggard and buying time before implementing programs that facilitate customer experience, you are playing a dangerous game, one that you may never recover from