Contact centers adapted to new information technologies and to the emergence of new communication channels: social media, chat, email. The latest industry trends foresee itsimminent transformation.

The revolution of « voice » technologies
TTS, ASR, VOC, biometric vocal recognition are all new tools that offer significant advantages in customer relations: avoiding unnecessary call transfers, cost reduction,customer satisfaction, quicker response to demands, more efficiency in relation to customer requirements, increased and customizable security...

Increase in network speed has enabled voice technologies to emerge and become commercially viable.

The multiplication of channels
Advantages:

• Quick and precise response to customers’ requests, comments and dissatisfaction in order to avoid any churn and bad press
• Thanks to Social CRM customers can choose the channel with which they wish to interact: chat, phone, email, social media...

With the wide use of Smartphones, customers are better informed. Thanks to the multiplicity of communication channels, customer interactions will increase considerably in the coming years.

« Cloud computing » and « big data »
We are witnessing a revolution in the fields of data storage and the development of analytical techniques ... businesses now have new ways to improve their decision making process, increase their organization’s efficiency and find new sources of income.

Thanks to larger storage capabilities, billions of data produced every day will help predict the future more accurately and optimizes product or service offerings.

The integration of video
How will the integration of video change the way contact centers operate today? This newprocess enables to exchange, customize, and enhance customer trust in real-time. This type of interaction is particularly useful when having to communicate with clients over challenging situations or selling complex products and services.

The new Customer service representative
The increasing complexity of customer requests and the multiplication of channels considerably changed the Customer service representative’s profession which incorporates in addition to the traditional requirements, digital marketing skills. The perfect mastery of spelling and syntax, fluency in several languages, knowledge in the use of social media and digital tools and the ability to handle multiple conversations at the same time are welcome in today’s contact centres in which Generation Y become the main driving force. Adequate training and evaluation are essential to the development of contact centers and customer experiences.

These trends are major challenges that contact centers have to face. The multiplication of channels offers customers a multitude of choices and requires constant adaptation from BPOs.