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With digital services mounting to greater heights with each passing day, customer expectations too have risen exponentially. Specifically for retail, travel, and financial services, customer satisfaction starts with contact centres. Customers reach out to contact centres to glean required information about a product or post some queries. And personnel responding to the FAQs are often trained to interact politely and render the most specific solution to a particular problem. But, before putting up any query, customers have to answer a specific set of questions which often gets exasperating as callers expect precise answers without spending much time. This rising customer expectation demands a new era in contact centres where automated service to customer queries is not a possibility, but a reality.
As the industry has now shifted to the cloud, it brings a world of new possibilities. Several established leaders in the contact centre space—Avaya, NICE, and Genesys—have undertaken significant changes in their structure to render optimal services to customers. In the next couple of years, call centres will experience a seismic change as they are expected to become much more proactive and predictive, along with giving them an edge over competitors.