The COVID-19 pandemic came with a truckload of restrictions. No one could have imagined, let alone predicted the devastation that would follow. The impact of the virus was felt in no mean way – no thanks to the lockdown measures that were implemented in almost 200 countries of the world.
With the hope of a new vaccine, life may as well be approaching some normalcy. But then, will call centers remain the way they’ve always been? That’s a question many stakeholders will have to face as they keep their fingers crossed for the new year.
Despite the little bit of uncertainty, there are certain shifts that F.H. Cann & Associates confirms will take center stage in 2021.
When you talk about the next best thing in the call center world, you just can’t leave out recall technology. For newcomers, recall technology is a message filtering technology that is now commonly adopted by call center agencies.
Recall technology helps call center agents to take out errors in customer messages without affecting the smooth course of the message. At F.H. Cann & Associates, recall technology saves money, time, and prevents the distrust that may stem from error-filled messages.
AI is the future everywhere. So, it’s less surprising that it’s a trend for the 2021 call center industry. More agencies are set to adopt automated processes, predictive algorithms, and Interactive Voice Responses (IVR).
Through predictive algorithms, customer service software can determine choices for customers and recommend quality products and services. IVR on the other hand helps customers streamline choices thereby linking them with the best agent for their queries.
As remote work is expected to be a major trend in the new year, call center agencies may well be relying on internet and cloud computing services to ensure the continuity of a central administration.
Cloud communications are marked by the storage of data and hosting of telecommunication applications over a third-party network. The benefits of cloud communications in call center agencies are numerous. Cloud-based services are built to be flexible and amenable to your business’ peculiarities.
Cloud services also look to their security and compliance measures leaving you with adequate time to focus on more fruitful business endeavors.
Omnichannel call center communication
The omnichannel model is all about choice and a superior customer service experience. The world is set to see more seamless and integrated omnichannel call centers in 2021. With the rise in flexibility and product choice, customers want to interact through the communication medium they choose – through real-time self-service or interaction with a live agent.
Another top trend for the coming year is analytics. Call centers deal with a lot of data year in year out. Manual analysis of statistics easily wear staff out and tends to be very inaccurate.
With modern analytic tools, call centers can get faster and more accurate results. The trend in analytics also extends to real-time analytics which is useful for swift adaptability.
F. H. Cann & Associates is not caught off guard by these trends. Instead, the firm prepares itself for the post-COVID call center business. As an industry leader since its inception, the agency offers flexible customer services and is, indeed, a shaper of these trends.