CALLCENTER INDUSTRY SERIES
After their preferred language is selected, the robo-voice asks them a series of questions.They are presented with a selection of languages.A customer makes a phone call to your service line.IVR is typically designed to follow this general workflow: IVR, in essence, is just an industry term for something you’ve no doubt experienced: the robotic voice on the other end of a customer service line, which directs you to the appropriate department using touch-tone or voice recognition. Interactive Voice Response (IVR) has been around for decades and is one of the first examples of technology being used to modernize and create a more efficient customer experience.
More modern contact centers also use artificial intelligence to enhance traditional IVR solutions for a more personal and humanized customer experience. Why? Because every moment a customer spends repeating themselves is a moment that ties up an agent and prolongs a resolution, leading to longer wait times, more dissatisfied customers, potential customer attrition, to name just a few issues. Not only does this frustrate customers but it also presents a revenue drain to your company.
To that point, 62% of customers believe it’s very important that they don’t repeat their previous interactions, according to a Gladly study. Leveraging artificial intelligence for self-service, personalization, repetitive transactions, and intuitive call routing, are just a few ways contact centers use automation to enhance the customer experience. Which makes perfect sense, considering all the use cases and benefits that artificial intelligence provides.Īutomation is not only one of the easiest ways to reduce expenses, but it’s also a great way to improve customer experience. Set to be a multi-trillion dollar industry by 2030, there is virtually no industry on the planet that won’t be affected by artificial intelligence/AI – call centers are no exception.īut over the past few years, contact center technology trends have revealed that the call center industry has a much faster AI adoption rate than most. Artificial Intelligence/AI Empowering Human Agents So now that we have the main, overarching theme of the call center industry trends for this year, let’s take a look at six specific manifestations of that trend and how your business can benefit. While reducing labor and support costs is still a major incentive, the most appealing feature of modern call centers is the ability to prioritize customer satisfaction above all else. This might surprise anyone who still subscribes to the old notion that cost reduction is the main selling point for contact centers – call center industry trends to prove otherwise.
In response, the call center industry is becoming increasingly customer-centric. In other words, customer experience will continue to dictate revenue and retention in 2021. Now we’re seeing 59% say customer experience matters even more than it did before the pandemic ( CustomerThink). And, quite frankly, when you consider the findings of the below study, it’s an approach that can pay serious dividends.Ĭonsider that 84% of consumers based purchasing decisions on customer experience pre-COVID (ZenDesk).
Call center industry trends in 2021 are laser-focused on customer experience.
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