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Topics: Call Centers

Rapid advancements in contact center technology in recent years have presented a new challenge for companies: It’s more difficult to keep up with the pace of technological change. As a result, many people have decided to stick with older technology, reasoning “it’s not that bad.” 

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

You should probably avoid outdated contact center technology, however; here are six reasons why.

1. Better Customer Service

Technology is constantly improving. Improvements are sometimes incremental, rather than in leaps and bounds, but the aim is always the same: to make it easier or faster to do something. Think about inventions like the dishwasher or washing machine. Before these inventions, these tasks were time-consuming and labor-intensive. The new machines presented a better way to manage these tasks.

The same is true of contact center technology. While not every improvement is a leap forward, it’s still an improvement—one aimed at delivering better customer service. New technology looks to solve problems older technology couldn’t handle.

If you’re using outdated contact center technology, you’re not delivering the best possible customer service—which is the number-one reason to avoid old technology.

2. You Need to Be Faster

Outdated technology is often slower than its newer counterparts, something very true in the world of the contact center. Older technology could be slowing down your representatives, meaning it takes them longer to answer customer complaints and questions.

Sometimes the slowdown is caused by a lack of support for older technology. In most cases, it’s simply newer technology running at a faster speed. While what you’re using may have been state-of-the-art a few years ago, technology has continued speeding up the process, leaving your older, outdated tech in the dust.

3. New Applications

As already discussed, new technological innovations look to improve on what came before. These new solutions look to address issues older technology couldn’t. In some cases, the solution to the issue may be introducing a whole new function.

Take, for example, big data. Contact centers have always collected a lot of information about customers, but it’s only been in recent years that companies have truly begun leveraging the information they collect. Part of the reason for the change? Newer technologies can now collect and process the sheer volume of data in a way that wasn’t possible before.

Outdated contact center technology prevents you from using these new tools and applications.

4. Compete Effectively

The new capabilities of contact center technology can give you an advantage over your competition. Using outdated tech has the opposite effect: It can allow your competitors to gain the upper hand. Think about it: If you’re not effectively leveraging your customer data, but your competitors are, chances are they’re delivering better customer service and running more effective campaigns.

New contact center technology allows you to get back in the game.

5. Expanded Services

Older technology in contact centers sometimes doesn’t support all of the contact methods your customers expect from you. If you’re only allowing your customers to get in touch by phone or email, for example, it’s probably time to add some newer technology and expand your service offerings.

Think about webchat and text messaging; if your current technological set-up doesn’t support these methods of communication, you could be providing better service by upgrading.

6. Saving Money

Outdated contact center technology could be costing you money. Of course, it doesn’t look like that’s the case right off the bat: An investment in new technologies might look like the costlier route.

Delivering less-than-stellar customer service, however, could mean your customers are turning away from your business to your competition. Worse, outdated technology might cause more problems, such as more downtime, or it may need more service and repairs.

 

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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