The goal of any automation should be to make life easier for your call center reps so they can provide an even higher level of customer service. Here are five major automation trends that we think will have the biggest impact on call centers in the next few years:
AI-powered chatbots are already being used by many call centers to handle simple interactions, such as providing basic information or resetting a password. In the future, these chatbots will become even more sophisticated and will be able to handle more complex interactions, such as answering questions about a product or service, making recommendations, and even upselling.
VCAs are another form of AI that is starting to be used by call centers. VCAs are essentially software programs that can interact with customers just like a human rep would. They can answer questions, provide information, and even make recommendations.
Automated quality monitoring is a process that uses software to listen to calls and flag any that do not meet certain criteria. This can be used to identify training opportunities for reps or to improve the overall quality of customer service.
Integrated performance management is a system that combines all of the data from a call center’s various systems (CRM, workforce management, etc.) to give managers a complete picture of how the call center is performing. This data can then be used to make decisions about staffing, training, and other areas.
Omnichannel customer engagement is the ability to engage with customers through multiple channels, such as phone, email, chat, and social media. This is important because it allows call centers to reach more customers and provide a better customer experience.
These are just a few of the automation trends that we think will have the biggest impact on call centers in the next few years. By staying ahead of the curve and implementing these trends, you’ll be able to improve your call center’s performance and provide a better experience for your customers.