We all love predictions – and the pursuit of call center technology as a competitive edge – that gets the pulse racing. That’s why the Executive Vice President at TCN Inc., Darrin Bird, is sharing his predictions for the upcoming year.
So, strap on your visionary goggles and have a look beyond the veil of time with TCN’s 2019 predictions.
TCN Contact Center Industry Predictions for 2019
From computer-to-computer communication to social media engagement with customers to the massive amount of consumer data collection, call centers will be able to proactively meet consumers’ needs and provide better experiences and easier interactions.
To show you how, let’s look at 4 specific call center technologies shaping the future of our industry.
Call Center Technology and The Rise of Intelligent Chat Bots
Chatbots have been adopted by call centers and businesses worldwide. And for good reason, people crave a brilliant chat bot.
“35% of consumers want to see more companies using chatbots,” according to Ubisend’s 2017 Chatbot Report. They answer easy questions, they’re quick to use, and you can access them at any time. Of course, you still want humans around to answer complicated questions or come up with creative solutions.
How are chatbots making life easier? Currently, chatbots build script trees from a series of if-then statements. But this simple design won’t last forever.
As machine learning advances, script building will become obsolete and chatbot technology will draw from a treasure trove of data to predict answers without having to manually create a branching tree of yes/no answers.
Speech Analytics Integrated with Machine Learning
Speech Analytics technology (i.e. natural language processors) have been used for a long time.
Recently, machine learning integrated with contact centers to suggest search terms based on an intelligent analysis of the combinations of words used by the consumer, as well as an elevated understanding of human sentiment.
This is what’s referred to as predictive analytics – voice applications integrated with Artificial Intelligence (AI) and Machine Learning (ML) for voice and text engagement automation.
As a result of this advanced speech analysis, there will be more advanced IVR interactions and visual IVRs in 2019 and beyond.
Robotic process automation is another call center technology that’s here … to stay.
Technology such as bots, machine learning, and analytics will handle many aspects of support, interaction, education and data gathering.
Routine tasks will also be handled automatically and efficiently, making employees available to solve complex issues, engender loyalty and create more memorable and authentic customer experiences.
With advanced automation, agents don’t have to worry about jumping from one system to another or fiddling around with an unintuitive API. With the right automated system, agents will be freed from doing repetitive tasks and focus on what matters most: helping customers.
However, there’s one caveat…
As automation advances and robots become more efficient and “human-like,” smart bots and digital agents will start competing with live agents.
Bigger Big Data
Big data is getting bigger every day and is already available across a variety of departments for a variety of uses.
The robust data gathered by centralized communication centers will offer new insights for sales and marketing teams, creating opportunities for personalization, relationship building, and more frequent and meaningful communication.
For example, call centers can combine their data with social media data to identify complaints, problems, software issues, etc. And use that data to predict higher call volumes if you notice a lot of customers talking about the same failure in your product or service.
Call centers may also use big data collection in their hiring process. For example, if a call center wants to hire more agents, they can have the applicants record themselves on mock calls. Then the call center can analyze the call and decide who should or shouldn’t receive an interview (as well as who to hire).
How Call Center Technology Delivers Deep Insights into Customers
How do call centers know the difference between an angry customer and a frustrated one?
What about differences between a happy customer and a mildly satisfied customer?
All four of those emotions need to be handled differently and call centers need can always benefit by boosting the level of customer service they’re providing. Which begs another question…
How do call centers know their agents are performing well on calls? Or that calls are being handled the best they can be?
The answer to all of these questions is the same:
This simple tool opens up a world of actionable data and performs a host of essential tasks such as:
- Transcription of every call.
- PCI redaction.
- Key words and emotion flagging and tagging.
- Alert phrase tagging for compliance and procedure enforcement.
- CRM integration and much more.
Find out how speech analytics can improve call center performance, download our free report today.
This post can be found in its original format at VoIPreview.com.