The present and future of the Contact Centre
Contact Centre: The Present
Contact Centre New services: What’s coming in the not too distant future?
- Video chat customer care: Customers will be able to video chat and interact face to face with the customer care representative. It is a fantastic tool for contact centres who specialise in Technical First Call Resolution Support since it allows screen sharing.
Some in-house contact centres are using this channel already such as Amazon.
- Forum customer support: hosted on your own website or on an independent platform, it allows customer care representatives and customers alike to interact in a controlled environment. This channel requires a forum community manager to coordinate a dedicated team. It is expected that this channel will lend itself to outsourcing in order to improve customer satisfaction levels and integrated into a multi-channel customer care charter.
- Voice Message Alerts: This option is already offered by Arema Connect. It is more personal that a text message and cheaper than a phone call. It is a very cost effective way to contact a large number of people with a specific message. Find out more about Voice Message Service.
What channels are you currently using? If you are interested in finding out more about any of the above-mentioned services, contact us for more information or to request a tailor-made proposal for your business.