Contact Center trends –2014

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Contact Center trends for 2014

10 top Contact Center trends• Voice biometrics

• Verifies identity through your voice pattern – prevents fraud

• Voice of the customer

• Use of customer feedback to change preferences

• Use of emotion detection to analyze customer based on tone of voice

• Forrester research predicts annual growth of 20% in coming years for VoC

• Social media

• Twitter and Facebook becoming first contact resolution channels

• Smartphone revolution

• Smartphones will be responsible for 37% of customer service calls in North America by 2016

• Big data analytics

• Key area of innovation necessary to deliver better customer experience

• To be successful companies must move to all-in-one Contact Center systems

• Gamification

• Early stages of adoption will improve employee productivity by making Contact Center more fun

• Two main players Bunchball and Playvox

Contact center industry relies heavily on understanding the trends that affect client communications and ultimately lead to customer satisfaction. With new technologies, channels, and expectations, it’s essential that leaders stay on top of their game to offer best customer experience.

Sources: various articles and blogs from Fonolo, Voicetrust, DMG Consulting, Interactive Intelligence Aberdeen, Centris Information Services, The Call Center Corporation, Peoplefluent, and Customer Think

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Contact Center trends for 2014 10 top Contact Center trends (continued)

• Video support

• Video Contact Center solutions deliver richer customer interactions, increased agent productivity and faster call resolution

• Solutions from Avaya, Cisco and Nice

• Cloud based solutions migration

• Fastest growing area for contact centers

• Faster deployment

• Flexibility and scalability

• Ease of managing remote agents

• Contact Center consolidation

• As customers turn to self help options, causing Contact Centers to reduce staff and consolidate

• Organizations can save between 25 – 50% by consolidating into central operations

• Knowledge-centered support• Centralized knowledgebase for faster, more effective

customer support• Make information easier for customers to use to serve

themselves

Sources: various articles and blogs from Fonolo, Voicetrust, DMG Consulting, Interactive Intelligence Aberdeen, Centris Information Services, The Call Center Corporation, Peoplefluent, and Customer Think