What Are the Latest Trends in Customer-First Call Centers

Latest global research projects that the global cloud-based contact center market will triple in size over the next five years. Companies with cloud-based contact centers enjoy quicker deployment and delivery, greater flexibility, simpler agent management regardless of location, and the ability to scale and update quickly.

Fremont, CA: With multiple research showing that customer service is more important than the price when it comes to purchases, many companies are scaling up their call center technology to better communicate with consumers. Here is a fast glance at the top trends:

Smart Cloud Migration

In general, the simplicity and reliability of the cloud that helped drive the general digital stampede has also forced companies with contact centers to adopt the cloud en masse.

Latest global research projects that the global cloud-based contact center market will triple in size over the next five years. Companies with cloud-based contact centers enjoy quicker deployment and delivery, greater flexibility, simpler agent management regardless of location, and the ability to scale and update quickly.

Sound

In order to fully benefit from their investments in new technology such as cloud and AI, companies must also devote time and energy to choosing headsets that help their call agents deliver high-quality customer service.

When selecting the right headsets for call center workers, decision-makers may ask questions such as:

• Are they well-designed? Quality headsets have state-of-the-art technology and creative features that make them easy to set up, use and update.

• Are they happy with you? As call agents wear these instruments on their heads for hours at a time, they must be made of lightweight materials and provide ergonomic features. 

• Will they cancel the noise? Headsets with active noise cancellation technology suppress both high-and low-frequency noise, allowing agents to concentrate more on customers.