Top Call Center Technology Trends


Of all the businesses affected by the COVID-19 pandemic, call centers saw unique challenges, with a huge increase in call volume and difficult calls, and many call centers moving their employees into remote settings for extended periods.

According to a 2020 study by Harvard Business Review, during the pandemic difficult calls increased by 50% overall. Call service reps were not equipped yet with more advanced technology solutions to automatically route calls, and as a result there was a 68% increase in escalations as reps tried to deal with customer complaints. This process of manual routing and escalation resulted in a 34% increase in hold times during early phases of the pandemic. Customer service reps were further challenged with remote work and unreliable internet connections, along with a lack of coherence with the rest of their team and leadership.

Advances in call center hardware and software technology have enabled support teams to cut down many common call center issues, allowing them to be more operationally efficient and profitable for the business. Call center technology solutions are designed to help customer-facing reps by providing automation support, customer relationship management (CRM) support, as well as predictive analysis of customer behaviors and relevant statistics. With the right technology solutions installed for your particular organization, your call center can not only improve your customers experience, but also increase internal productivity and reduce operational overhead.

More traditional call center technology trends like interactive voice response (IVR) and analytics capabilities will continue to be standard, while emerging technologies like artificial intelligence (AI) and chatbots will help alleviate overhead while giving service reps more actionable information at their fingertips without having to look for it.

Today, call centers must move to deploy more advanced technology solutions and make required internal process changes and policies to reflect the realities of the COVID-era in customer support.

Related Article: Call Centers vs. Contact Centers: Understanding the Key Differences

Artificial Intelligence

The pandemic has only served to increase the role of artificial intelligence in the call center. AI will move from being forward-looking innovative tech to standard issue for call centers. AI brings multiple benefits to the call center. AI-assisted software applications have helped reduce the need for manual call routing programming, as they can route conversations to the most qualified agent. This intuitive call routing can significantly reduce call wait times.

“Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes. Accenture predicts AI will increase business productivity by over 35% before 2040 in the US alone,” said CallMiner.

AI also provides predictive responses to agents in the flow of a conversation, giving an agent multiple responses to choose from to assist them in solving their customers needs quicker and more effectively. AI also allows full omnichannel support, as AI systems can collect and analyze information about a customer across all channels, giving call center employees a more unified view of the customer.

AI technology is becoming so popular, Juniper Research found that AI tech is expected to reduce business costs by $8 billion annually by 2022.


“Last year, chatbots were the preferred communication channel when making online purchases for 43% of U.S. online shoppers,” said Tytus Gołas of Single Grain.

Chatbots, or conversational AI, is a form of artificial intelligence that can recognize multiple languages, process what words are being said and even their cadence, and decide a path to respond in the most natural human way possible. Chatbots can capture the meaning of words by using natural language processing (NLP) and natural language understanding (NLU) to determine the customers intent in asking a question. AI-powered virtual assistants can collect payment information, provide account updates, and help customers book appointments, taking some load off of burdened call center employees.


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