Top 5 Contact-Centre Tech Trends for 2013

1.       Tracking key metrics through Customer Feedback

Collecting customer insight using real time customer feedback applications means organisations can instantly measure metrics such as Net Promoter Scores, agent performance and Customer Effort Scores. 2013 looks set to be the year when major organisations really start to embrace the link between offering a high quality customer experience, loyalty, and longer-term financial success.


2.       Tracking the Voice of the Customer

Speech analytics technology has now reached a level of maturity and affordability so you can quickly determine exactly why customers are calling, examine why you’re getting sudden spikes in call volumes, and also highlight those calls that really shouldn’t be happening in the first place.


3.        Unifying the Agent Desktop

Many contact centres still seem to burden their agents with over complex processes that involve lots of systems and fields to complete. Unified agent desktops can go a long way towards solving this problem, and we expect contact centres to benefit from the latest generation of intelligent agent desktop solutions during 2013 including agent SMS and dialler solutions.


4.       Operating more efficiently through the Cloud

Cloud computing can play a key role in helping contact centres to operate more efficiently, and can help organisations strike the right balance between traditional on premise resilience and the flexibility offered by the latest cloud-enabled technologies.


5.       Self service Payment solutions

Customers are now familiar with using self service as a payment channel, and 2013 will see increased focus on more dedicated solutions including using SMS as a payment channel. These will give customers a fast-track route for paying bills and organisations a more efficient route for collecting debt, bypassing lengthy calls and allowing organisations to free up agents.



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