Call centres have been around for many years and have had to adapt to various trends and changes in the way that people communicate. In today’s digital age, it remains of paramount concern that some call centres won’t be able to keep up with the change – here are some of our predictions about future changes in the way call centres operate.
Everyone is going social and if you don’t do the same, you’ll be left in the dark. Even emails are not as relevant as they used to be for call centres and there is a very real chance that sales and support will be moved to include social media platforms like Twitter and Facebook.
Web chat software also allows customers to get in touch when online and offers a more direct approach which some customers will prefer.
Call centres are a complex environment to co-ordinate. With various technologies being used in a single call centre, solutions must be found to integrate them with each other. Cloud services offer a great solution to this problem and will allow call centre and back-office teams to work together from different locations.
Advances in internet technologies will allow call centres to become more mobile. If your management system can be converted into an app, your agents will be able to assist clients from anywhere in the world, instead of sitting in an office all day.
At Outworx, we are committed to the ever-changing environment and strive to stay ahead of the pack, to lead them into the future.