The quality of support and services that you offer to your customers largely depends on how equipped your business is to keep up with the latest digital trends in the market. As remote working culture affects most businesses around the world, migrating to the cloud technology bandwagon is perhaps the wisest decision that your brand can make right now. Some emerging trends of cloud technology you need to be well-versed with to brighten your virtual contact centre future are:
1. Set high standards for effective remote agent training for Contact Centre
Establishing a robust remote work management strategy should be your brand’s first step as the world continues its migration to virtual reality.
To enable effective remote work for your employees, it is in your best interest to make sure that you efficiently supervise and monitor their performance. If your team does not have the cloud technology it needs to keep everything going, the consequences can be drastic and long-lasting.
Some ways in which you can ensure your workforce gets the necessary technological upgrades are:
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Cloud technology that is available and accessible 24×7
A robust cloud technology solution does not require anything beyond a stable Internet connection to make your business communication flawless.
Cloud contact centres should be accessible from anywhere regardless of your employees’ locations. It must strengthen your customer support systems with impeccable routing abilities, facilitate smooth interactions and fuel customer engagement.
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Cloud technology that drives performance and proactivity
Businesses should focus on cloud solutions that offer advanced collaboration features and help in better customer management.
For desired outcomes, invest in tools that provide convenient channels for interpersonal as well as group interactions. These allow all agents to access recorded customer data such as important metrics without obstructions.
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Cloud technology that offers personalisation and remote training
Working from home can foster demotivation and a general sense of lethargy amongst employees. Feeling disconnected or isolated when everyone works from their respective screens and different physical locations can be common.
Your business needs to integrate reliable cloud technology to conduct practical one-on-one sessions and collect regular feedback and insight from your agents to avoid such scenarios.
2. Safeguarding all customer data with excellent cybersecurity
Being extraordinarily vigilant and agile about cybersecurity in cloud technology is a must.
Now that most customer data is stored online, maintaining utmost security of data to prevent leaks and hacks can be a considerable challenge. Keeping consumer information protected from malware and ransomware attacks is something businesses struggle with at some point or the other.
Some measures that can help your business move towards a safer virtual space are:
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Data security awareness amongst employees
It is imperative for any organisation operating virtually to stress upon the importance of data security. Organise training sessions to help your employees understand these policies and the need to adhere to them.
Providing a platform for transparent communication regarding cyber risks, introducing multi-factor authentication and offering immediate aid in case an employee needs help regarding data safety are some immensely helpful steps. So, learn the new techniques and Skill up yourself by enrolling in this CCSP Training Online Course.
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Touching base with your IT team
Ensuring your employees understand all steps you take towards maintaining better data security is also essential. If agents don’t know why such stringent measures for data protection are required, they may not comply with standard protocols and end up feeling frustrated due to these regulations.
Maintain consistent contact with your IT team and get it on board to help your agents get accustomed to every protective measure and all other aspects of your solutions. This will help your staff work towards safer interactions harmoniously.
3. Introducing AI and automating contact centre operations
Cloud technology like IVR, live chats, etc., gives your customers more flexibility in how they want you to assist them.
Integrating these in your virtual contact centre will enable your workforce to expedite customer service. It will also empower your buyers to utilise simple self-help options.
According to Deloitte’s 2021 Global Contact Centre Survey, 79% of officials leading contact centres aim to augment their organisation’s AI capabilities in the coming years.
Amplifying automation in your business arsenal can offer many benefits such as:
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Increased personalisation and enhanced customer experience
Automated processes offer more room for personalised customer experiences and a seamless customer journey. Agents also end up having more time to deal with complex issues that demand greater attention and human presence.
Technological avenues like speech analytics and intuitive digital solutions help create faster, easier and more personalised experiences. Consequentially, both customers and agents are able to have effortless interactions with each other
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Creating workflows that are energetic for Contact Centre
Supervising every minute repetitive task can be an overwhelming ordeal. Automating some processes such as sending notifications, messages and updates to employees can be a huge stress reliever.
Cloud telephony solutions like speech analytics and machine learning can make workflows easier while also making the day-to-day schedule look much more efficient. And when your organisation knows efficiency and endorses tactfulness, it automatically becomes the norm for your workforce.
Conclusion
The future of the contact centre looks largely reliant on cloud telephony and the digitalisation of everyday processes. The sooner your brand embraces it, the better for your employees and customers.
Cloud telephony is here to help agents working remotely tackle mundane issues using automation. This will, in turn, reduce their stress while offering enhanced customer support and services.
Investing in trends that promise a more secure yet technologically empowered future can be an excellent prospect for the kind of bigger picture that your business dreams of and deserves!
Author Bio
Kritik Verma is a marketing enthusiast with a specialization in digital marketing. He is currently working at Servetel, a leading cloud telephony provider offering cloud services like IVR Solutions, Toll Free Number, Virtual number, Click to call and many more to boost business success. He enjoys reading about the latest digital marketing trends.
