Top 3 Trends that are Driving Contact Center Efficiency


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Within the world of contact centers, efficiency is everything. Excessive hold times and being re-directed from one agent to another are nothing short of a nightmare for customers. While these are two primary contributing factors towards call center inefficiency, it’s also important to shift gears and look at components like automated compliance, multiple communication channels and virtual agents. Let’s take a closer look at three of the top trends within the contact center industry that are leading to increasing efficiency.

1. Self-Service

With the self-service movement expected to continue, this is the top new trend that we’ve seen emerge as of late. Modern technology is credited for its ability to answer a broad range of questions that customers may have, especially if it’s a simple ask, which also frees up availability on behalf of the live agents. Although many customers might still prefer to speak with a live representative, with just the click of a button, customers are receiving answers, making the exchange process simpler and more efficient overall. In fact, according to a recent study, there has been a 12 percent rise in web self-service, and a 24 percent rise in chat usage over the past three years.

Another reason why self-service will continue to expand in popularity is the fact that it’s much less expensive than having to rely on a live agent to be present around the clock. While this doesn’t mean that the live agent is becoming obsolete, it does increase the volume of calls that each center can effectively handle.

2. Moving to the Cloud

It’s no secret that cloud-based systems will continue to populate the contact center industry. In fact, the use of cloud-based systems is expected to generate a growth revenue of $155 million this year alone. Cloud technology has allowed contact centers to diminish downtime – making them three times more efficient than contact centers leveraging on-premise hardware.

Advantages to leveraging cloud-based software include minimal downtime, seamless implementation of upgrades, lower upfront costs, and the ability to scale. The cloud not only provides real-time data at the click of a mouse, but it also uses far less electricity to operate than an in-house server system. Because some cloud systems charge based on use, you’re able to budget more accurately and instead, shift attention and funds into growing other areas of your business.

3. First Call Resolution

Call resolution metrics are the gateway to understanding the productivity of the contact center. Think about it from two perspectives – the caller and the agent. The caller wants his or her problem resolved from start to finish within a single call. The agent on the other hand wants to use his/her time effectively rather than spending countless hours on hold and bouncing back and forth between customers. Call centers will continue to employ senior agents to monitor phone calls with the ability to take control and help when necessary. Call monitoring will continue to create teaching opportunities to help new agents become more effective in the long run.

The takeaway – there are always more improvements to be made, especially as technology continues to evolve. Even the most efficient contact centers have room for growth. By keeping a close ear to the ground for emerging trends and the latest breaking news in contact center technology, the industry will continue to adopt new trends like these – ultimately leading towards a more productive and efficient future.

Mckay Bird
Mckay Bird is the Chief Marketing Officer for TCN, a leading provider of cloud contact center technology for enterprises, contact centers, BPOs, and collection agencies worldwide.


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