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Topics: Call Centers

The customer contact center has evolved a lot over the last couple of decades, shedding its reputation as an ineffective, frustrating customer experience. Today, contact centers are part and parcel of delivering great customer service in any number of ways.

 Download our free guide to discover how call center technology is evolving.

To help with this transformation, contact centers have deployed new technologies, adopting them to make customer service delivery better than ever before.

Here are just a handful of ways contact center technology is changing the game today.

1. Share Everything

Sharing is caring, and new contact center technology truly embraces the saying. With advances, contact centers can now share information seamlessly through the cloud, meaning customer service reps in Malaysia have access to the same information as reps in Philippines, and both of those centers have access to the same information as your reps in North America—all at the same time.

This sharing of information from a central location in the cloud has meant firms are able to utilize multiple-center and follow-the-sun strategies more effectively than ever to deliver ever-better customer care around the clock.

2. Virtual Queues

Talk to anyone who lived in the 1980s and 1990s, and they’ll probably tell you one of the most frustrating things about customer service was playing phone tag with the company they needed to contact. You could only call between certain hours, Monday to Friday, and it seemed no matter when you called, you had to wait on the line—sometimes for what felt like hours.

Fast forward to today, and contact center technology has rewritten the story. Customers don’t need to wait on hold forever when you employ virtual queuing technology. Instead, they can call in, log their names and numbers, and then hang up. The next available rep will call them back, freeing up their time for other important tasks!

3. Beyond Phones

Today’s consumers almost have a phobia of the phone; they’d much rather communicate via text, webchat, or virtually any other method. Thankfully, contact center technology has made it easier than ever to offer your customers choice. Whether it’s email, text messaging, or social media, your customers can get in touch with you the way they want to, when they want to.

How Call Center Technology Is Evolving

Mike Nolet

Mike Nolet

Mike is the senior vice president of Bill Gosling Outsourcing’s North American operations. He has been leading the operations teams since 2011, bringing over 20 years of previous experience to the team. Mike is a core contributor towards the company’s corporate strategic planning. Since joining Bill Gosling Outsourcing, he has been a driving force behind growth, process improvement, and implementing positive change within the organization. Mike is also a wine aficionado.

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