There’s a constant stream of trends taking place in the call center management industry. Rather than chasing after each and every trend, you’ll be better off paying attention to the leading emerging trends. Doing so allows you to remain ahead of the call center pack rather than play catch up on trends that might be fading from use. If you manage a call center, enlist the experienced help of a call center training agency and put these trends to good use.
Going Up Into the Clouds
Cloud technology can be used more than just for storage, it’s also a great way to make your call center more efficient and can help you save money as well. Now you have an entirely new way for your customers to connect with you, get in touch with customers before they have a problem, and better manage enterprise feedback. If your call center uses any solutions you feel are rather ancient but still effective, see if there’s a way you can continue to implement them with cloud technology
Smartphones and tablets are one of the biggest and most popular ways for people to communicate, which means that you need to make sure your customers can connect with you directly from their phone or tablet. The most effective way that you can move your company’s call center online is to make your current company website optimized for smartphone and tablet use.
Unleash the Power of Social Media
Social media platforms like Facebook and Twitter are inexpensive and effective ways to improve call center management. Your customers are already more than likely talking about your company on their social media profiles, so they might as well be able to connect with your company on their social media profiles as well. Another great thing about using social media platforms to connect with your customers is that you’ll be able to decrease the number of calls coming into your call center. To get the most out of social media and its myriad capabilities, don’t be afraid to reach out to customers who are experiencing problems or have complaints about your company that they haven’t reached out to you about.
People’s lives are busier and more fast-paced than ever, which means that they don’t have time to wait ten or twenty minutes on the phone to speak to a call center representative. One of the biggest trends in call center management is automatic call-backs. This allows customers to receive a phone call right before one of your representatives assists them. Now customers won’t be frustrated with being put on hold for so long and your representatives won’t have to hear complaints about the long wait.
As you head into the new year, keep these call center trends in mind and put them into action for the improvement of your call center and your overall customer service experience.