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Topics: Call Centers

You can always tell when you’re watching a movie set in the future: The technology gives the date away. You probably imagine tomorrow will bring all kinds of technological advances to make life easier and better. Reality mirrors this expectation: Technology continues to help people and businesses do what they do in the best possible way.

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

This is incredibly true in the realm of customer service: Call center technology has been revolutionizing the way companies look after their valued customers, and it continues to do so today.

Increasing Centralization

Computers and the internet revolutionized telecommunications, and the mobile trend continues that work. Almost anybody, anywhere in the world, can connect to another person at any time. Sometimes all it takes is the click of a button.

In the call center, the trend toward centralization is very clear. The call center is now in the cloud, and it could be located anywhere in the world; all reps need to do is log in to access all of the information they need. With the data stored centrally, call center operations can now work in offices around the world quickly and easily—and the office is sometimes eliminated altogether, as work-from-home reps are becoming more and more common!

How does this change customer service? It means truly 24/7 care for customers, as companies can employ a true follow-the-sun strategy. It also means more highly motivated reps—and often more of them, as firms can put their money toward hiring instead of paying the office rent.

Mining Operations

Call center technology has allowed for centralization of data, essentially putting all the information into one big database. Cloud computing then allows reps to work from anywhere in the world, but this database has opened the door to another advance: data mining.

Using the Big Data paradigm and techniques, call centers are now able to analyze hundreds and thousands of customer profiles to discover trends among your customers. You might think you know your clientele, but using hard data from your customer database can give you more insight about trends and demographics—and what your customers want from you.

Personalizing the Customer Experience

Big Data allows your firm to see the big picture: It provides a panorama of your entire customer base. But call center technology also lets you analyze each individual customer. You can keep track of what they’ve purchased, when they contact you and what they contact you about, and even how many times they visit your website or when they click a link in a promo email you sent.

With this information in hand, you get a better picture of customers as people. What do they like? What kinds of incentives do they prefer? Using this information, you can go beyond the standard demographic profile and begin to offer a truly personalized customer experience for each and every customer you have.

Getting in Touch Has Never Been Easier

Whether you’re offering additional methods of contact to your customers, so they can call, chat, text, or email you, or you’re reaching out to them, through a phone call, email, or a pop-up chat window on your website, getting in touch has literally never been easier. Call center technology is designed to make it easier for customers to be in touch and for you to get in touch with them.

The result is more frequent and deeper interactions with your customers. It’s quick and easy to send a message to let a customer know about a sale, or even to pop up on your website to say hi and let them know you’re there. Even if the customers don’t bite, they know exactly where you’ll be when they need you.

How Call Center Technology Is Evolving

David Rae

David Rae

David started with Bill Gosling Outsourcing in 1983. As CEO, he sets the future direction of the organization, develops services that help with clients’ pain, while ensuring that the strategic direction is aligned to the shareholders’ requirements. During his tenure, the company has expanded internationally, opening offices in the United States and the Philippines. Also known as Razor, David is a drummer extraordinaire and his favorite bands include Blue Rodeo, Lighthouse, Supertramp, The Eagles, Fleetwood Mac, and The Guess Who.

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