2016 Call Center Tech & Trends

Brian Keep, Ytel |  

With a new year comes new advancements in call center tech, new ways to grow, and new challenges. We're highlighting the trends expected to have a strong impact on the call center industry in 2016, so your business can be prepared for what's to come, and scale appropriately.
CallCenterTrends.png

With a new year comes new advancements in call center tech, new ways to grow, and new challenges. We're highlighting the trends expected to have a strong impact on the call center industry in 2016, so your business can be prepared for what's to come, and scale appropriately.
CallCenterTrends.png

Mobile Optimized


Potentially the most important call center trend of the year. Ensure that the experience you're feeding customers is responsive on all devices, but mobile in particular. Consumers are using mobile more often than not, with even more usage forecasted in 2016. This omnichannel approach will increase the consistency of your reach and customer base.


Analytics 


Analytics will undoubtedly change the way call centers operate in the next few years. With information that allows us to key in on specifics, management will have insight on what the customer really wants. Once you can anticipate their needs, the ability to exceed expectations is much more plausible. Analytics is a crucial part of call center technology and should be something all companies deploy this year.


24/7 Support


If your team isn't available 24/7, your customers will become agitated with your business methodology and issues will arise from the lack of support they receive. It's often in the best interest of a call center to have agents in various time zones so they can handle calls for business hours across the country, rather than in just one time zone. Which leads us to our next point...


Virtual Agents


Technology, the cloud, and the systems we use allow for teams to sync up anywhere in the world. As a call center owner or manager, you should understand the benefits of having agents working virtually, rather than in the office. Studies show that employees who work from home are more productive than those who don't.

Trade Shows


Trade shows are a great opportunity for your team to connect with various businesses in the industry and network with agents and decision makers on a global scale. We expect to see more trade shows popping up all over the country in 2016, which means more opportunity and more growth for all businesses involved!

 

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About The Author

Brian Keep, Ytel

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As the Chief Operating Officer, Brian works consistently with one finger on the pulse and an eye in the sky to ensure that everything technical at Ytel is running smoothly on a daily basis.


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