Contact center managers are – understandably – on a never-ending hunt for the newest technology and latest trends in the customer service space. After all, customers are constantly changing their minds and communication preferences, oftentimes pinning you as the last person to know. Sometimes, it can feel as though there’s too much call center technology and simply not enough time to evaluate it all. In fact, according to recent Forrester Research data, more channels are growing in use than ever before, with a 12 percent rise in Web self-service use, a 24 percent rise in Web chat use and a 25 percent rise in community use.
If you’ve been wondering how on earth you’ll be able to stay on top of these consistently-changing trends while maintaining a competitive advantage, you’re certainly not alone. It’s undoubtedly a hard balance to strike; the only way you’ll be able to keep your head above water is by embracing the market’s most disruptive call center technology: multi-channel call center software.
Whether you’re in need of a powerful hosted predictive dialer, a top-of-line CRM system or are looking to ramp up your social media initiative, Vocalcom’s array of award-winning technology has helped hundreds of thousands of organizations worldwide to quickly and effectively meet their unique business objectives by tapping into any and all communication realms.
For instance, research from Forrester further shows that 50 percent of customers go to the Web to try to find the answers they’re looking for on their own. In call center terms, this means that it is absolutely vital for you to empower your customer base with the self-service technology they need. As a response to the growing nature of self-service (research from Gartner shows that by 2020, the customer will manage 85 percent of a company relationship without any human interaction), Vocalcom’s call center software comes fully equipped with top-of-line interactive voice response (IVR) technology.
Click here to learn more about how Vocalcom can support your business in today’s digitally-driven customer service world.
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