by Liz Osborn, vice president of product and solution marketing at Five9
Contact centers are under pressure to adapt to the rapidly changing technology landscape and consumer expectations. There are seven key trends that will impact contact centers as they evolve to meet these shifting expectations.
Here are trends #4 & #5:
4. The number of live calls will decline, while complexity of phone interactions will increase
Most consumers are now fairly comfortable buying everything from cars to furniture online. Live web chat is one of the fastest growing channels in the contact center. With the advent of social media, and the growing use of SMS in customer service situations, the number of non-voice channel interactions in contact centers has skyrocketed. This, combined with the growth in intelligent self-service will eventually lead to a decline in the volume of live phone calls to contact centers. Picking up the phone to talk to a live agent will be the last resort, which will lead to a leap in the complexity of the phone calls. Ultimately, agents who staff the phones will need to be highly skilled, able to deal with complex interactions and handle multiple channels.
5. The work-at-home agent trend will continue strong growth
When companies move their contact centers to the cloud, one of the benefits is the ability for agents to work from anywhere. All an agent needs to start taking or placing calls is a headset, an Internet connection and a computer. This is fueling the already strong growth in work-at-home agents. According to the National Association of Call Centers, 53 percent of US contact centers already have some portion of their agents working from home. As the job of an agent becomes more complex, moving to an at-home agent model is one way many companies are finding a more educated, stable workforce — wherever they live.
Check back next week for part 4, which will cover the last two trends, #6 & #7.
Learn more about the benefits of cloud: