Must Have Features To Make Call Center Software Future Ready

By Author: Josh
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The call center industry is highly competitive and that is why it is necessary to learn about future trends. All these trends need to be implemented into the call center software and make your business future ready.

Remote working is here to stay

According to Gartner’s Future of Work from Home for Support and Service Employees report, nearly nine out of every ten support and service leaders and as much as 80 percent of their staff will work from home till 2023. The report also said that more than three-quarters of customer support and service functions will have 80 to 100 percent of the employees working from home.

For years, many call centers experimented with remote working to enhance efficiency and provide 24/7 customer service. But the COVID-19 pandemic and the resulting lockdowns made remote working the only option for all call centers across the world. The lockdowns have been lifted long ago, but remote working is here to stay.

As per various studies, remote workers are far more productive and satisfied compared to office workers. By allowing remote working using a virtual call center solution, ...
... businesses can considerably reduce operating costs and overheads. That’s why call center software that allows agents to work across time zones, in multiple remote settings, is going to be in huge demand.

Prevalence and alignment of cloud-based call center solutions

Cloud-based call center solutions such as UCaaS (Unified Communications as a Service), CCaaS (Contact Center as a Service), and many such cloud call center software will be more prevalent in 2023. The popularity of cloud-based call center solutions will be mostly due to their flexibility, scalability, and cost-effectiveness.

Not only that, some cloud-based models are more likely to merge (such as UCaaS merging with CCaaS) for increased efficiency and to provide a comprehensive, unified, and cost-effective solution for businesses. In addition to that, UCaaS and CCaaS can align together to create a far more efficient workflow. Many call center software providers will merge both the communication technologies in their call center software to enable their clients:

- Enhance team collaboration
- Boost productivity
- Enhance customer experience
- Provide better business insights
- Achieve cost savings
More focus on self-service

As ironic as it may sound, it will benefit call centers to focus on providing sophisticated self-service options to their customers. That’s because many customers nowadays are looking for better and more efficient self-service options so that they can get their issues resolved quickly.

As per recent data, over forty percent of customers choose self-service over human interaction. As per a Nuance study, almost two-thirds of customers prefer self-service over speaking to a company representative.

A study conducted by Dimension Data found that nearly three-quarters of the respondents said that they prefer to use a business’s website, instead of using live chat, SMS, and social media for customer support.

All these findings from various studies show the rising popularity of self-service. That’s why all call centers should keep those customers in mind who prefer to find call center solutions to their problems on their own. To facilitate that, they must have advanced and efficient self-service options in place.

Make your call center future-ready by choosing the right call center software

Call centers have always been at the forefront of digital transformation and the innovation of call center software leveled up their operations to several notches. Over the decades, emerging technologies have played a huge role in call centers’ efficiency and productivity. With the rapidly changing digital landscape, call center software will evolve to ensure exceptional customer support and service.

For more information visit https://www.acinfosoft.com/ac-virtual-call-center-software/