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Call centre trends to watch out for in 2018

There have been many changes to call centres in recent years that have transformed the customer experience, with 2018 shaping up to be no different.

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Innovations such as cloud communications made big waves in 2017, but which call centre trends will keep you on target in 2018?

1. Digital transformation

Customers are increasingly looking for a more rewarding and long-lasting relationships with companies; therefore, customer interactions are less likely to be one-off experiences.

The application of advanced technology and digital transformation has extensively restructured the business environment, with machine-to-machine, unified omni-channel communications and digital transformation strategies predicted to be key for call centres in 2018.

Further collaboration and communications tools such as team applications will be vital for call centres, as will open APIs that provide an increased level of customisation. This will help to deliver a seamless customer experience.

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2. Call centre analytics

Even small businesses are taking advantage of complex analytics to turn SMS messages, chats, call and screen recordings and other data into effective feedback for agents. Monitoring and observation is simply no longer enough.

Omni-channel call centres are now relying on analytics programs to create dashboards displaying all the statistics that affect their business. Managers and agents can now receive real-time updates relating to customer experience.

3. Omni-channel communications

First utilised in 2016, omni-channel communications will continue to help businesses provide more personal solutions.

Separating the proactive from the reactive businesses, many companies are realising that unifying customer communication across multiple channels will give their business a better context for their clients, help to resolve issues quicker, and assist agents in identifying opportunities for prospective sales.

4. Cloud communication

Many businesses have adopted cloud communications into their strategies and this will continue to have an impact in 2018. With a steady increase in remote call agents, the cloud has become a necessity for communication, offering collaboration and seamless team connectivity.

Moving to cloud communication can be implemented via hybrid cloud options, enabling you to introduce your organisation to cloud in phases at your own pace; alternatively, architecture can be created tailored to the needs of your business.