The Latest Call Centre Technology

Call centre technology is constantly changing and evolving. It is important to keep up with all of the latest changes in order to meet customer expectations.

Automatic Call Distributor

An automatic call distributor (ACD) allows all incoming calls to be answered efficiently. It maximizes and manages the flow of calls by taking the potential for human error out of the equation. It helps your operations to perform in a more cost-effective manner. It also cuts down on the amount of standard customer waiting time.

Speech Analytics

Speech analytics applications are one way that companies are overseeing customer interactions. These applications can be used to better pinpoint your customer needs. They are used to identify areas that have room for improvement. They can also analyze the reasons why a customer might close an account.

Video chat

While video chat is not a new technology, it is experiencing adoption at a rapid rate. More customer are mobile. They increasingly have access to video chat services through their mobile devices. It is important to adopt a video chat service that will work across multiple platforms. It is also essential to find something that doesn’t require a customer download. That makes it more likely that your customers will access your services. Video chat requires additional training to implement. Beyond the technology, it involves the precise coordination of your agents in order to be able to respond using company protocol.

Workforce Management Systems

Automating your call answering services in Calgary is easy when you leave it to technology. The latest workforce management systems can easily forecast peak call times. This will allow you to make the most cost effective staffing decisions. It will also ensure that you won’t miss important customer calls by not having enough agents ready to respond.

Quality Management Applications

It is also important to ensure that anyone representing your company is providing the best service possible. It is not always possible to oversee each and every call. A wide range of tools have been developed to manage the quality of call centre interactions. One solution getting a lot of buzz today are text analytics applications. These applications use large data sets derived from the text from interactions with customers. Organizations can gain huge amounts of insight from accessing this data. These solutions provide valuable insight into the performance of your trained agents and can be used to improve customer service.

Better Self Service

Interactive voice response (IVR) solutions have evolved tremendously over the years. IVR was once the source of ridicule and jokes. Times have changed, however, and many customers have come to demand the ability to manage their own interactions with your company. Many people see it as a great way to save time and move at their own speed. It is important to invest in the latest IVR solutions for the best results.

Updating Technology

Updating your technology can help you to get the best results from your customer service platform. Ask your call centre provider for information about these new applications today.

Ashley Meszaros is the Owner/President of We An-Ser Communications in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more. They service the North American market.

Ashley Meszaros is the Owner/President of We An-Ser Communications in Calgary. http://www.wean-ser.com/calgary-call-centre-services/