15 Major Call Center Technology Trends For 2022

15 Major Call Center Technology Trends For 2022

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15 Major Call Center Technology Trends For 2022

call center technology trends

Call center technologies are developing rapidly in this ever-growing digital era. Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. Call center outsourcing companies are opting for upgraded technologies that come under the latest call center technology trends

When the right technology is implemented in your contact center, you can automatically increase the working efficiency and performance of agents, improve productivity, enhance the overall customer experience and simplify your data and analytics. Call centers these days use the latest technologies to deliver world-class customer service and to set themselves apart from their competitors. 

But which technology can enhance and support your call center? Let’s have an in-depth look at the meaning of call center technology and the most important and exciting trends that are used in 2022.

What is call center technology?

Call center technologies are tools and software that are used by contact centers to improve customer service and experience. There is a wide range of hardware and software that automates the entire process to effectively analyze data, manage relationships with customers, prediction of human behavior, and support interaction with users on multiple channels.

It easily manages day-to-day operations and completes its job on time by reducing the workload of agents. This function eases the communication between operators and users and provides them with real-time customer support and engagement.

15 Key call center technology trends for 2022

As customer services and experiences are becoming highly digital, there are two emerging contact center technology trends that your users are looking for:

  • Customers of multiple brands want to connect them on multiple channels as a single channel will not be enough to meet their demands
  • Customers these days want instant support and engagement

Thus, to cater to their needs, businesses need to invest in a call center outsourcing company or a call center software to improve first call resolution practices, support multichannel operations, improve response rates, and provide a quick method of communication with users. 

With an advanced call center, you can improve customer satisfaction and boosts overall contact center performance. Let’s have a look at the top 15 call center technology trends that are used widely in 2022.

1. Integration of AI into routine tasks

With personalized and fast service, the call centers of businesses can redefine their digital customer experience with artificial intelligence (AI). To accomplish daily activities, robotic automation and AI are the most valuable tools even though humans play an important role in the contact center. AI is the future of call centers that helps you to know the “what” and “why” of your users. 

For example – What do customers want from you? Or why they are approaching you? 

According to Cisco, 80% of the call centers consider AI and bots as their main function. Human operators are not been replaced but AI makes their daily tasks much easier so that they can focus on more important tasks. 
AI monitors and functions straightforwardly by automating the tasks such as call handling, sharing pre-recorded messages, call recording, and automatic call distribution.

2. Video chat customer service

Providing customer service through video chat is one of the most important key tools of contact center technology. Using video chat software by a call center can be highly flexible as it can easily be suited to every customer’s needs. 

With the digital shopping experience, consumer behavior has changed rapidly, and due to this video chat becomes the most convenient way to provide online customer service due to face-to-face chat. It enables you to provide a visual engagement to your customers which is not possible in normal phone calls.

3. Use of digital scorecards

Digital scorecards are one of the most effective ways to evaluate different processes of business, the performance of call center operators, the experiences of customers, and the overall working of the call center. 

A customizable scorecard can be provided by the call center outsourcing company to its agents which should be able to match the strengths and weaknesses of agents, the goals of the business, and the essential elements for success.

From the feedback of the scorecard, an advanced call center can identify current trends, best practices, areas that need improvement, and methods to increase customer satisfaction. Digital scorecards are based on the business priorities and to grow the customer base of individual clients.

4. Applying quality assurance technology

Quality assurance (QA) is one of the most effective tools for call center quality monitoring and calculating the ROI of the call center. Once it is implemented, it becomes easy for the call center team to track the performance of sales, the attrition rate of agents, engagement of operators, and customer churn

The goal of the quality assurance technology is to highlight current trends, improve patterns, check the real-time insights, align the contact center with business goals, improve operational efficiency, and track the key performance indicators.

5. Incorporating omnichannel communication methods

Customers should get customer service based on what they want, when they want it, how they want it, and on which channel they want it. A problem-solving capability of a call center is to integrate omnichannel support as with this customers don’t have to repeat their problems when switching different platforms or agents. 

It helps to get customers a seamless experience from one medium to another. With a central repository of all the customer data, operators can have access to it all the time so that they can provide the best customer service and results as per the client’s expectations. By incorporating omnichannel software into the contact center, all the channels and mediums will provide a unified experience.

For example – A customer sends you a message on Facebook and from there it turns into a live chat and then finally to a video chat within the same interaction as per their needs.

6. Remote and cloud-based call centers

Remote and cloud-based contact centers are increasingly becoming part of call center technology trends as they cut down the admin cost, increase the flexibility of work, and are affordable. Now your call centers can operate in multiple locations and the agents can enjoy a much better work-life balance. 

With a cloud-based center, you can expand your services according to different geographical locations and time zones without sacrificing customer service. With mobile functionality and a data backup option, agents can handle calls anytime and monitor the data of customers.

7. Analytics of texts

Text is the most convenient method that customers use to contact businesses. They communicate with you through the written word on various channels such as social media, live chat, emails, text messages, and many more. 

In multi-channel call centers, text analytics is helpful to monitor all written communication. For better call center management and customer understanding, this contact center technology can turn all the written messages into a piece of actionable information.

8. Analytics of speech

To easily understand the customer interaction and listen to your customers, the speech analytics tool plays an essential role as it uses a customized set of rules to record and review all the customer conversations and translate them into a machine-readable text form. 

It also helps the call center outsourcing company to highlight the accuracy of user interaction and to check the performance issues. This advanced call center technology lets you conduct an in-depth search and detect patterns such as the emotions of the user, silent patches, hold times and the way agents are talking to the customers.

9. Measuring performance with reports and analytics

The future of call centers depends on data analytics and reporting. With reports and analytics, you can measure the call center’s performance and improve customer experience.

First, you need to connect the call center systems to an analytics tool such as Google Analytics which will give you real data in figures on how your users are interacting with the website and how they reach out to the agent for support and services.

With this report, customer service representatives can address the problems and issues so that your call center can outperform your competitors. You can also manage the working of the contact center smoothly by fulfilling the needs and wants of users.

10. Privacy and security of data

Contact centers face new challenges and vulnerabilities every day. Data breaches and hacking can put the call center at greater risk and they might even lose millions of dollars.

The client’s main concern is the data safety and privacy of their customers and that’s why they need to come up with a powerful tool such as CRM software that can dramatically lower the breach of data. You need to conduct a regular audit of your IT department to keep everything safe and secure.

11. Customer journey mapping

A customer journey map is a visual representation of different experiences of customers with your company. It helps you to understand the concerns and needs of your users that can improve the conversion rates, track the journey of customers, and increase the retention rate.

An effective customer journey map allows you to improve the customer experience and drive more sales. With this, you can also find out the customer motivations and emotions or their pain points so that you can come up with an effective solution.

12. Providing the self-service option to customers

According to the stats by Super Office,  70 % of users expect that your business provides them a self-service. It is important for your contact centers that your users find the solution to their queries without even contacting your agent. 

Your brand needs to include all the basic information or most frequently asked questions on its website or provide them answers through AI-based chatbots. It should have all the necessary details in the step-by-step guide which can be accessed from anywhere and at any time. Your agents can also use this information as a resource during chats, calls, or emails.

13. Routing customers to the right agent

Call center automation and interactive voice response (IVR) plays a major role in making customers talk to the right agent at the right time. It provides huge benefits such as improving first call resolution rates, customer service, and management of the workflow of call centers. 

With automation of tasks, you can improve work efficiency, boosts the workflow of repetitive tasks, and increase the morale of employees and satisfaction of customers. When the right operator will talk to the right user, complex issues will be solved more easily in the first call itself.

14. Training and development with LMS

A Learning Management System (LMS) is software used by an advanced call center to effectively track, manage, and achieve learning goals. It is one of the advanced development and learning call center technology trends that allows you to create and manage different courses, mark the class attendance, and assign tasks to users so that you can meet the requirements and needs of individual agents. 

It is also called an all-in-one agent training method as it automates the whole training process of representatives and they can take lessons from that software at any time they want.

15. Digital customer experience

Digital customer experience is the total number of online interactions that take place on an app or a website. Different channels such as social media platforms, live chat, and emails play a crucial role in interacting and connecting with your customers and thus you need to use all the platforms for better online customer interaction. 

You also need to understand each digital touchpoint that affects consumer perception and brand loyalty.

Call center technology trends of the future

Call center technology trends are designed for the future in such a way that it maximizes profitability, improve customer experience, and boost sales and productivity of business owners. Starting from AI to omnichannel support, the use of LMS, digital scorecards, quality assurance technologies, reporting and analytics, and cloud-based software are a dozen ways to enhance the working of the call centers. 

With these technologies, agents can work on more important activities rather than spending time on repetitive tasks. If you have that power to satisfy your customers and give them what they need using contact center technology, then you will surely be successful in your business.