Given the challenges of implementing multichannel strategies and the push toward consolidation of infrastructure and operations, last year proved to be eventful for the average contact center. And this year is poised to bring new ways to improve overall efficiency while helping agents and employees deliver impressive customer service.
Here are a few predictions that contact centers can count on for 2015:
2015 is the Year of the Employee
After an entire year spent on customers, it’s time for the employee and agent to shine. Keeping customers happy also means keeping those tasked with working with customers happy, as well. Enterprises can do just that with a combination of dynamic, value-added training and the expanded use of integrated contact center tools.
Improving the overall customer experience when it comes to customer service can also help improve company-wide morale. One way of doing just that involves embracing new tools and call scripts that allow for a little out-of-the-ordinary interaction without sacrificing efficiency or competitiveness.
Expect for Security to Be a Top Priority
Several major U.S. retailers and businesses found their customer data compromised during 2014, prompting many others to consider the importance of solid data security. For 2015, expect companies to re-think how to handle data security on a variety of levels.
Most security efforts will likely be focused on the cloud itself, with cloud providers striving toward transparency and absolute compliance with a variety of active federal statutes. Encryption will become a key word, as more businesses seek affordable yet effective ways of protecting their data.
Large Enterprises Will Finally Embrace the Cloud
Large enterprises have never been keen on early adoption of new and untested technologies. Most have preferred to take a “wait and see” approach to technological developments, especially when the perceived and actual consequences are substantial. With the cloud’s maturation, businesses can finally make a solid investment in cloud communications without worry.
The reasons for this are simple: Cloud providers have made huge strides in improving the security standards of their products and services. Meanwhile, most contact centers have finally become more comfortable with how their cloud providers handle regulatory compliance for sensitive and confidential data. Declining hardware and maintenance costs are also making the cloud a more affordable place to be for large enterprises.
Customization Is the Key
Businesses enjoy technology solutions that specifically address their unique needs, so expect an increase in demand for solutions that feature advanced customization options. These solutions are likely to be combined hybrids of current Software as a Solution (SaaS) and Platform as a Service (PaaS) applications. However, more features don’t mean more complexity – businesses can also expect greater ease-of-use from their applications.
Same UX, Greater Mobility
It’s a no-brainer that agents and employees greatly value the mobility that mobile phones offer over desk phones. This year, expect greater emphasis to be placed on providing a unified user experience – one that allows users to seamlessly transition between their softphones, desk phones and mobile devices. As a result, cloud apps will be more focused on providing rich features that deliver the integrated experience that users crave.
It’ll definitely be interesting to see if and how contact centers live up to these predictions. Just as 2014 ushered in new tools and a growing confidence in cloud infrastructure, 2015 promises to deliver streamlined workflows and improved ways to help employees offer the best possible customer service.