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As customer needs and demands evolve, so must call centers and customer service departments. Stay on top of these trends to ensure your call center remains ahead of the curve in 2018.

Advanced analytics and reporting

From real-time performance statistics to call tracking and reporting, data can aid in training, improve the customer experience, reduce costs and help identify areas of improvement. Call centers should be continuously looking to their analytics partners to provide this type of information in a quick, effective and easily-digestible way.


Using big data, call centers have the opportunity to really get to know their customers and their needs, this allows for a unique opportunity to incorporate more self-service options into their offerings. According to Harvard Business Review, over half of customers visit a company’s website in order to solve an issue but are forced to call the business due to a poor customer experience. Including detailed FAQs and tutorials that show how to fix common problems can guide customers on how to solve problems on their own. Of course, these sections of a website should always include a chat box, click-to-call feature or a phone number in case the customer prefers to speak with someone regarding his or her issue.

Remote agents

Advancements in mobility and collaboration tools now allow employees to take their work anywhere. Remote call center agents can benefit from flexible hours while the company benefits from cost savings, reduced agent turnover and a wider pool of candidates.

Social media interaction

There’s no denying the power of social media. In an age where customers turn to Facebook, Twitter and more to leave quick and very public feedback, businesses need to be ready to interact. Responding to customer comments, both positive and negative, and working with customers to help them solve problems shows that your company is committed to your customers and their experiences.

Mobile customer support

In the last 6 months, 62% of smartphone users have made a purchase using their mobile device and that percentage continues to rise. As more customers are relying on their smartphones to make purchases, they expect to be able to receive customer support there as well. Customer service centers will stand out if they can offer seamless omnichannel support, providing a consistently positive experience across all channels along the customer’s journey.

Which trends do you see your call center adapting this year? Start the conversation in the comments section below!

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