The Future of Call Centers
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Transcript of The Future of Call Centers
![Page 1: The Future of Call Centers](https://reader036.fdocuments.net/reader036/viewer/2022081413/549321a9b47959d03c8b4f59/html5/thumbnails/1.jpg)
Call CentersCall CentersOf The FutureOf The Future
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First Off…First Off…
What’s a Call Center?What’s a Call Center?
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A Call Center isA Call Center is
It’s an office set up to handle phone calls particularly that of taking purchase orders and providing customer service
It’s an office set up to handle phone calls particularly that of taking purchase orders and providing customer service
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So What’s New About it?So What’s New About it?
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The CloudThe Cloud
Some Call Centers, in fact most already are implementing The Cloud
This allows them to base their service through the online service to traffic even more calls
Some Call Centers, in fact most already are implementing The Cloud
This allows them to base their service through the online service to traffic even more calls
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Video SupportVideo Support
18% of Call Centers over the next 2 years will be implementing some sort of video support so you can live chat with an agent
18% of Call Centers over the next 2 years will be implementing some sort of video support so you can live chat with an agent
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GamificationGamification This term means to
make a “game” out of something
Lots of Call Centers are implementing gamification to some of their process in order to keep customers and employees entertained
This term means to make a “game” out of something
Lots of Call Centers are implementing gamification to some of their process in order to keep customers and employees entertained
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Social MediaSocial Media
Most Call Centers are now on all social media outlets
This is to keep track of complaints or compliments posted by customers all over the web
Most Call Centers are now on all social media outlets
This is to keep track of complaints or compliments posted by customers all over the web
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Intelligent Call BackIntelligent Call Back
Instead of being put on hold, customers are given times to choose at which would be convenient for them to be called back at
Instead of being put on hold, customers are given times to choose at which would be convenient for them to be called back at
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Speech AnalyticsSpeech Analytics
This new system recognizes upset or disgruntled callers and pushes them to the top of the list instead of making them wait longer
This new system recognizes upset or disgruntled callers and pushes them to the top of the list instead of making them wait longer
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For More InformationFor More Information
For more Information Check Out Our Free Guide Selling into the Fortune
1000: http://www.salesquest.com/resources/selling-into-the-fortune-1000/
For more Information Check Out Our Free Guide Selling into the Fortune
1000: http://www.salesquest.com/resources/selling-into-the-fortune-1000/