Customer expectations have never been higher. Offering simply a phone option is no longer enough for any call centre. They must be supplemented by social media, chat or e-mail alternatives, placing new demands on staff to provide accurate and speedy responses across multiple platforms.
The introduction of artificial intelligence and innovations with automation are allowing contact centres to operate more efficiently, with technology dealing with straight-forward customer enquiries while leaving humans to deal with more complex requests.
Data collection and analytics are also becoming ever more sophisticated. Where an individual’s personal details – age, address and marital status for example – would previously have been revealed in the discovery stage of a conversation between contact centre and customer, they are now often known simply from a telephone number.