advertisement

Contact center trends Feb 2014

50 %
50 %
advertisement
Information about Contact center trends Feb 2014
Career

Published on February 25, 2014

Author: BrianForster

Source: slideshare.net

advertisement

Contact Center trends –2014

Contact Center trends for 2014 Contact center industry relies heavily on understanding the trends that affect client communications and ultimately lead to customer satisfaction. With new technologies, channels, and expectations, it’s essential that leaders stay on top of their game to offer best customer experience. 10 top Contact Center trends • Voice biometrics • Verifies identity through your voice pattern – prevents fraud • Voice of the customer • Use of customer feedback to change preferences • Use of emotion detection to analyze customer based on tone of voice • Forrester research predicts annual growth of 20% in coming years for VoC • Social media • Twitter and Facebook becoming first contact resolution channels • Smartphone revolution • Smartphones will be responsible for 37% of customer service calls in North America by 2016 • Big data analytics • Key area of innovation necessary to deliver better customer experience • • To be successful companies must move to all-in-one Contact Center systems Gamification • Early stages of adoption will improve employee productivity by making Contact Center more fun • Two main players Bunchball and Playvox Sources: various articles and blogs from Fonolo, Voicetrust, DMG Consulting, Interactive Intelligence Aberdeen, Centris Information Services, The Call Center Corporation, Peoplefluent, and Customer Think Proprietary and Confidential 2

Contact Center trends for 2014 10 top Contact Center trends (continued) • Video support • • • Video Contact Center solutions deliver richer customer interactions, increased agent productivity and faster call resolution Solutions from Avaya, Cisco and Nice Cloud based solutions migration • • Faster deployment • Flexibility and scalability • • Fastest growing area for contact centers Ease of managing remote agents Contact Center consolidation • • • As customers turn to self help options, causing Contact Centers to reduce staff and consolidate Organizations can save between 25 – 50% by consolidating into central operations Knowledge-centered support • Centralized knowledgebase for faster, more effective customer support • Make information easier for customers to use to serve themselves Sources: various articles and blogs from Fonolo, Voicetrust, DMG Consulting, Interactive Intelligence Aberdeen, Centris Information Services, The Call Center Corporation, Peoplefluent, and Customer Think Proprietary and Confidential 3

Add a comment

Related presentations

Tyrone  aurelio

Tyrone aurelio

November 10, 2014

CONOCE LO QUE LLEVO DENTRO

E portfolio-1

E portfolio-1

November 10, 2014

E-Portfolio

John's presentation to EMBA students on knowledge work, the innovation ethics and ...

Looking for an icebreaker that helps team members learn more about each other, imp...

Quantas vezes você pensou sobre diferentes formas de conseguir ter mais foco. São ...

Os segredos do sucesso - Dale Carnegie O livro de Dale Carnegie "Como Ganhar Ami...

Related pages

CCW – Internationale Kongressmesse für Call Center ...

... -kommunikation und Contact Center im Estrel Congress & Messe Center ... Zukunftsforscher Nils Müller zeigt Ihnen Micro Trends & Best Practice ...
Read more

Trend Watch: Focus on Contact Centers - The Association of ...

Trend Watch: Focus on Contact Centers Event Info: When: Wednesday, February 12, 2014. Registration begins 10:30 a.m. Seminar begins at approx. 11:00 am and ...
Read more

TRENDS.de - Alles sofort für Dein Zuhause - Möbel online ...

kontakt@trends.de. trends.de/service. VERSAND. SICHERHEIT. Mit geprüfter Qualität, Sicherheit und Transparenz ist www.trends.de in hohem Maße ...
Read more

Trends Call-& Contact-Center: Multichannel: Kundenservice ...

funkschau congress Unified Communications 2014; ... Trends Call-& Contact-Center: Multichannel: Kundenservice im Wandel 05.02.2016 von Autor: ...
Read more

Pew Research Center: Social & Demographic Trends

The Pew Research Center’s Social & Demographic Trends project studies behaviors and ... reports Feb 11, 2014. ... attitudes and trends shaping America ...
Read more

Trends Kommunikation | manage it – IT-Strategien und ...

Trends Kommunikation Global Contact Centre ... Februar 2014. Laut dem ak­tu­el­len Glo­bal Con­tact Centre Bench­mar­king Re­port von Di ...
Read more

INHORGENTA MUNICH | The world of jewelry and timepieces

Be wowed by INHORGENTA MUNICH as you discover the strengths of our trade show for jewelry and ... Trends and inspiration ... Contact January 15 ...
Read more

Contact Center Outsourcing Market in the APAC Region 2015 ...

... Feb .20, 2015 /PRNewswire/ -- Contact Center Outsourcing ... of 11.76% over the period 2014-2019. The report, the Contact Center Outsourcing ... Trends ...
Read more

Sommer Trend | ana alcazar Blog

Tag: Sommer Trend. Trendwatch: Sleek Wet Look. Feb 3, 2016 Caspar. Haare, Sommer Trend, styling, Wetlook. ... Dezember 2014; November 2014; Oktober 2014;
Read more

Connections Magazine: The Call Center and Contact Center ...

Connections Magazine is the clearinghouse of information for the call center, contact center, ... The Jan/Feb 2016 Issue of Connections Magazine
Read more