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3 Contact Center Trends European Companies can Leverage
Omnichannel contact centres will offer invaluable customer-centric insights to the businesses, thereby enabling them to restructure according to customer expectations.
FREMONT, CA: Conventionally, enterprises perceived contact centres as the primary gateway of customer interaction. Now, emerging technology and mediums are allowing customers to communicate and learn about companies and products from various other sources. The rise in omnichannel platforms across the European market is due to the advancements in technologies. Organisations cannot ignore the various gateways that provide an inside view of the company to the customers. Undermining the need to monitor omnichannel gateways can carve a completely different picture of the firm in the minds of the customers. For instance, across Europe, a significant amount of customer interactions happen outside the contact centre, such as account departments, stores, and other gateways. Here are the common trends that will emerge along with the rise in omnichannel mediums for customer interaction.
Contact Centres Going Cloud
Cloud-based solutions are already contributing immensely to businesses in Europe. The flexibility in terms of money and service in the case of the cloud-based solution has led the organisations to consider it largely. The firms can just pay for the services they use. Cloud-based contact centres can be especially useful for the sectors where communications traffic fluctuate throughout the year, such as travel agencies, universities, and retailing sectors.
Moreover, cloud solutions are allowing the contact centers solutions to reach the other customer interaction mediums that had been left untouched. Analytics and feedback from these channels can power the customer-centric approach of the firms.
Omnichannel Analytics for Mid-Size Business
It is essential to ensure that customer analytics services become more accessible to all sizes and types of businesses. Firms need to focus on achieving customer engagement via the media channels that attract a significant amount of traffic or are most relevant to the business. Using analytics to understand customer interactions across the various channels will empower firms to make better business-centric decisions. Thus, companies can benefit immensely as their contact centre interactions will no longer be confined to a single department. A mid-market contact centre can benefit largely from omnichannel contact centres which may include workforce management tools, staff modelling, supervisor management features, business performance KPI reporting, custom boards for live data display, and speech intelligence and sentiment analysis features.
Contact Centre into Supply Chain
While a small European firm may have basic contact centre infrastructure requirements such as some basic call recording and analytics, a mid-sized firm is likely to demand a higher-end feature set along with some live call reporting and contact centre facilities. Such a firm might have a dedicated contact centre team. However, having a customer-facing team across the various areas of business, such as the supply chain processes can add immense economic value to the businesses. Moreover, such a setup will also add customer-centric visibility to the business.
Thus, a holistic approach provided by omnichannel contact centre analytics will prove to be the game-changing incorporation for the businesses in Europe. Insights across multiple areas of a business will enable the companies to understand their customers better and restructure their business approaches. Companies that are early to realise the potential of omnichannel contact centres will have the edge over their peers.