Contact centers and customer support centers are experiencing massive growth. The known fact behind its popularity is a well known fact: increasing demand of support from consumers in each industry. No matter whether it is an IT company or an eCommerce business, each needs to offer pre-sales and post-sales support. This has increased the business growth of contact centers and customer support centers. However, these growth opportunities have also increased competition. Thus, it is important to have a consolidated infrastructure and a well trained team. If you are thinking to buy a new contact center solution or migrating old call center software to new one, then this article will be very beneficial to you. This is going to share top trends about a contact center solution for 2017.
Support Remote Agent Model
This is a global trend now. Specifically US countries have implemented and growing the business model for call centers and contact centers which support remote agent concept. Due to many benefits and reasons, work from home model in the customer support center is increasing. Thus, it will be a good idea to buy a contact center solution which supports the remote agent concept. There are many call center solutions which provide this facility. For example, a web based call center software is one of the solutions which can be used remotely. It can be accessed from anywhere. This web based call centers are the next big thing and will be going to get adopted by many call centers and customer support centers.
Provides Cost Benefits
Each customer support center or call center has to look for ways to reduce expenses so they can increase revenues and profit. As per the experts, SIP based contact center solution offers many cost benefits and that is why it is going to be a next big trend in 2017. Just to brief you, SIP based call center software uses Internet protocols, called SIP, for conducting calls, which is different than traditional communication mechanism which uses TDM for conducting calls. The SIP based communication costs evidently less compared to the traditional mechanism. This saves a huge chunk of money.
Also, the call center software eliminates the bulky hardware and additional wiring. This further saves expenses of those hardware infrastructure as well as it will help in reducing the cost of maintenance for the system. This further helps in cost saving, which can work in favor of increasing revenues and profit.
Provide all simple to advanced features for increased productivity
It is very important that your staff work in the most productive manner. For that your contact center solution must have all simple to advanced features to support different tasks of your agents and supervisors. For example, supervisors must get details of the performance of the agents in their team so they can plan training and coaching to improve their performance. To give an example, barge-in is one as such feature offered by call center solutions which can be used by the supervisors to listen to the conversation of an agent without his acknowledgment. The call center software should also support agents so they can perform at their best. For example, a contact center solution with an integrated CRM can be very beneficial for an agent to offer more personalized services.
By: Harold Vance
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