The present and future of the Contact Centre

Silvia Planella/ March 13, 2014/ blog

Contact Centre: The Present

Most contact centres today are offering Multi-Channel Support which includes Telephone Answering Service, e-mail handling, live chat, and social media support and text message management.

Contact Centre Multi channel environment: telephone answering service, e-mail handling, live chat, social media support, text message management

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.

 

And you?

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.

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