Contact Centre Trends to Watch for in 2017

In this day and age, call centres are even more of an integral part of successful business practices than ever before. Meaningful communications and relationships between businesses and customers can help to establish strong connections and translate into higher returns on investments and loyal returning customers. Contact centre solution providers in the GTA are adhering to the following trends in 2017 to help them stay ahead of their competition and ensure the success of the businesses they represent.

Digital Transformation

Part of staying ahead of the fold in the call centre industry is being aware of the current trends and effectively mastering them. This means understanding how communication methods are constantly evolving and, in some cases, even having the insight to predict upcoming communications trends and implementing them before your competitors catch wind of them. Keeping up with the latest technological advancements will help you to establish and maintain a much stronger customer base.

Better Contact Centre Analytics These technological advancements will also aid in monitoring and analyzing important data that can help you better serve your customers. You should be able to view past interactions and even make helpful assertions in terms of how to better assist your customers and keep them satisfied on an individual and general level.

Cloud Communication Cloud communications is a huge asset to contact centres because it allows them to expand their services to a much wider global market. As more and more employees opt to work remotely rather than in a traditional office setting, cloud communications make this transition more seamless. Additionally, the customer experience is also enhanced because companies are taking the time to better understand and serve the needs of their international markets.

Omnichannel Communication The concept of omnichannel communication is nothing new. It stems from the growing need for wider-ranging sources of communication with people all over the world. It’s not always convenient or easy for people to physically call a contact centre, so one of the growing trends in this industry is for companies to find and put into practice new channels of communication with their remote customers. Right now, these trends include social media communications, instant messaging, chat forums, e-mailing, and scheduling phone calls when it’s convenient for the customer to reduce long wait times that test their customers’ patience.

Video Conferencing and Recording Many international customers benefit more from video conference calls or recordings with customer service representatives. This type of visual communication on applications such as Skype help companies establish stronger relations with their customers and even prove that they’re willing to go the extra mile to meet the needs of their customers. High Tech Communications is an Ontario-based Telephony and IT company that offers innovative digital and technological solutions to help substantially improve the customer service platforms and experiences of various companies. Our services and products have benefitted numerous Canadian industries ranging from education to healthcare, hospitality, and even call centres. For more information about how our top-of-the-line services can improve your call centre operations, please contact us toll-free at 1-800-853-2335.


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