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 reports from DMG predicting cloud based infrastructures to double in the next 2 years and social media being literally snatched from the hands of the marketing department to support consumers over new channels, call center managers are conjointly at different stages along the adaption curve of a number of other technologies. (Source: http://www.dmgconsult.com/services/hostedCC/abstract.asp) 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 which can read natural language and also learn and generate a hypothesis. However, it is important to mention that this tool will still require a subject matter expert; their main function is only to take the mundane part out of the work. For call center third party QA providers, this piece of technological development will mean no longer having to link data together, export produced data to an external device for statistical processing and creation of 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 offers a lot of information that can be used to detect emotions and lies for the purposes of 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 in the advancement of 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 on increasing their credit line so as to be able 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, in the long term, you should provide the customer with an investment instrument.
  • 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 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 cases of fraud and the time spent on the verification process. Customers will no longer be required to tolerate endless questions when all they are calling to ask for is the company’s operating time. Saving 10-30 seconds, this technology offers real payback. Mobile tracking Smartphones are expected to overtake the use of 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 out of 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 customer experience. Also, with the majority of 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 customer 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 purposes of cross-selling. 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 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? —– Clearly, the future of customer experience is very exciting. New technologies are being introduced into the call center market that are transforming the way 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