5 Critical Contact Center Technologies to Improve Customer Service


There has been a paradigm change in the business world, with technology constantly evolving all around us. The consumer market holds a special relevance in this context as customers are extensively using online platforms to make a purchase decision. While it is quite interesting to watch this new customer behaviour and how tech-savvy they are becoming, it also calls for a change in business focus, specially with regard to communication and customer experience.

Contact Center Technologies
                                          Critical Contact Center Technologies

In this regard, contact centers need to play a vital role and leverage the power of technology in terms of what they can offer and how can they improve the customer experience. From handling and prioritizing customer calls to reducing the number of complaints to be answered, technology can go a long way in helping the contact centers improve their performance.

There are a number of technology tools available today, which can be quite overwhelming for the contact center managers to choose from – it is a nightmare of complexities. While a wrong business decision can have a lasting repercussion, a wise one can ensure greater customer satisfaction, loyalty and brand credibility. Below are some critical contact center strategies and technologies that customer service managers have been using to offer a better customer experience:

  1. Multi-channel Communication:

    In this category, technology is used to support the various business processes for customer interactions. It includes electronic, voice, and social communication channels. Some of the technologies under this category would be email response management, live chat, automatic call distributer, voice recognition systems, computer telephony integration, predictive dialing, social media adapters, virtual assistants, and mobile customer service applications.

  2. Agent Productivity Solutions:

    This category encompasses technologies that are used by agents to manage a particular case or incident. Thus, the applications monitor & analyzes agents’ response to see if a consistent messaging is sent out, and how did the agent handle the issue. Some of the technologies included are process guidance, quality monitoring, workforce management, case management, unified agent workspaces etc.

  3. Knowledge Management:

    This category takes care of the multi-media content. Everything from identification, creation, reviewing to publishing and maintenance of multi-media content falls under this category. The popular technologies included here are video, customer communities and knowledge management.

  4. Voice of Customers:

    This category helps understand what customers are talking about the brand – to who all, from where all. It includes technologies which are able to analyze voice and opinions over social channels – such as enterprise feedback management and social listening platforms.

  5. Customer Service Analytics:

    This category includes analytics that are used to deliver optimal customer service. Some technologies related to this category would be the next best action and speech & text analytics.

Every company should leverage the power of technology and put it to good use to carve a niche for themselves. Technology need not be overwhelming, but can be a way to feel empowered. Research show that businesses which have used technology in the right context have been able to reduce operational costs and improve agent productivity. The point to be remembered is – although new channels have made customer interaction more complex and challenging, they also present a great deal of opportunities for contact centers to perform and offer innovative, personalized & excellent customer service.


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