2017 was a big year for Algo Communication Products and the telecommunications field in general. From cloud technology to virtual agents and intelligent software, there were a variety of innovations that morphed and re-shaped how we- and our clients- conduct business. With the virtual steamroller known as the ‘digital revolution’ running full tilt, 2018 is shaping up to be another phenomenal year for communication technology. Today, we are going to go over a few trends that we believe are likely to shape our industry, and fundamentally change how companies operate.
Sophisticated Analytics, Everywhere: Call centers and their respective supervisors are able to access advanced analytical software that in the past was reserved for big companies with bigger budgets. Now, even small businesses are able to utilize advanced systems that alter raw data provided by communication mediums such as chats, SMS messages, and call screen recordings, into comprehensive analytical packages. The dashboards that can be created with this data can be used as invaluable business tools, and are likely to only become more advanced and revolutionary as the year wears on.
Omni-Channel Communications Become More Prevalent: Although these multi-faceted forms of customer-business connectivity have been present since 2015, we expect them to only become more prevalent in the New Year. The need to retain clients by providing great service is more important than ever, and thus companies have to have firm grasp of the multitude of ways which customers can connect with them. It is the goal of communications companies such as Algo to ensure that clients are able to access what they need in a quick and responsive manner across a diverse range of channels, or else risk losing valuable traffic.
Welcoming Artificial Intelligence: Maybe we should start referring to ‘science fiction’ as just.. science. Intelligent systems that are able to comprehend customer queries and respond in an intelligent and human-like fashion have arrived, and are making waves in the communications field. The continued adoption of AI based technology is set to streamline and expedite the contact center in ways that we are only beginning to comprehend.
Social Media In The Name Of Business: A couple years ago, being caught scrolling through Facebook on the job may have been viewed in a rather negative light. Today, social media has become so ingrained within the communications strategies of so many companies that businesses are starting to hire people to exclusively fill the role of social media responders. As the demands of customers have increased, so have the mediums of communications, and thus Facebook (and other SM platforms) has become legitimized as a means of establishing a relationship between clients and enterprises.
Remote Call Centers: Who doesn’t like working from home? This component of company relations that was once regarded as a exclusive privilege is becoming more and more prevalent within the lives of customer service and call center representatives. With agile structures of hardware and software becoming the norm, businesses are now able to offer more flexible schedules to their employees.
The New Wave of Self-Serve: While it is important to ensure that customers receive exceptional service through the medium of their choosing, enterprises are starting to realize that their clients are just as adept at serving themselves. As a result, websites and social media channels have become more intuitive, allowing clients to solve their problems prior to reaching for their mobile devices. By developing FAQs and automated responses, companies benefit by reducing call center deployment times, while their customers also garner a sense of satisfaction by solving their issues all on their own.
There is a saying that goes ‘the future is unwritten.’ While this may be true in some regards, Algo likes to think that our years of experience within the telecommunications field has given us a concise notion of what the future will hold. With so many great minds working together in order to optimize the world of communications and customer service, we cannot wait to see what happens next.