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Advanced contact center technology and capacity are made more available by cloud-delivered services. The upfront investment is so negligible that advanced routing for single-agent applications is even possible.
FREMONT, CA: For any radical near-term changes, the contact center is appropriately poised. In particular, the sector is both rising and experiencing a steady rate of innovation due to cloud economics. The contact center is not strictly connected with imagination. The vast majority of options are now focused on toll-free numbers and outdated telephone systems. But the transition from product to service opens up new possibilities for customer experience to be enhanced and delivered.
Providers are racing to bring disruptive shifts to the new and rising market. That, combined with reduced innovation barriers, is creating a perfect storm for disruptive innovation and disruption in the contact center.
Here are four trends changing the contact center:
Agents at Home
Not every role can adjust to work at home, but call center agents are about as perfect as it gets. The contact center has already been digitally transformed, and there is no need for the new contact center to be space or location-based. Home agents make a lot of sense as the agent and management tools work centrally, and the clients with whom they communicate are remote. The pandemic forced contact centers to address agent-at-home problems, and due to closed retail and branch locations, many companies also saw a considerable rise in call volumes.
In non-obvious ways, bots are transforming contact centers and are very fitting for common inquiries. For self-service use cases that eliminate the need to talk to a human agent, the obvious way to use them is. Unfortunately, as bot technology remains somewhat limited, they're good at lowering costs but not particularly good at customer satisfaction.
A gig agent is an independent contractor who can be recruited when needed. Gig employees are also incapable of taking full-time jobs, such as students or stay-at-home parents. They are well adapted for restricted hours on their own time. They work whenever they want after a contractor completes the screening and processes necessary to be qualified.
Cloud-delivered providers are much more driven than local-based providers have been to accelerate adoption and retention. As a result, CCaaS providers are growing into neighboring services such as real-time analytics and scheduling. This will allow support staff from the contact center to concentrate more on operations and results than design and support.