More call centre trends to watch out for in 2018

2018 is set to become the year of strategic planning; with better analytics and intentional social media engagement at the forefront of many call centre businesses’ minds.

Image Credit

Innovative ways to utilise artificial intelligence such as virtual agents have become key targets for 2018, so read on for more influential trends affecting call centres this year.

1.      Customer satisfaction measurements

Customer satisfaction is at the heart of call centres, and signals key areas for improvement. Companies approach customer satisfaction analysis in a variety of ways, but strategies for all-in-one measures is becoming increasingly popular.

No matter which measurement a business is using, care must be taken when approaching customer satisfaction across digital channels. Effective analytics tools and reporting which is integrated with your business communications systems can make this process more automatic and valuable.

2.      Remote call centre agents

Adjustable time zones, flexible working hours and lower overheads have enabled remote call centre agents to become a key trend for 2018. With continually improving and united cloud communications, remote agents have become a beneficial and permanent component of the call centre environment. Equipped with collaboration tools, work can now be taken mobile, with improved access to real-time customer context and analytics.

Image Credit

For VoIP software consult with an international VoIP wholesale provider such as

3.      Self-serve documentation

So far this year, there has been a greater emphasis placed on self-service problem solving on business websites. Providing information to customers efficiently reduces call volumes, with easy-to-find FAQs helping reduce complex issues.

4.      Two-way social media engagement

A competent social media presence today is a necessity for every business. Customers desire a place they can learn about an organisation and leave quick feedback, but the ways businesses approach this and social media conversations are starting to change.

Sharing images or posting witty updates are no longer enough, customers want two-way media conversations with businesses. When they interact online with companies, they expect an immediate and personalised response.

Responsive organisations are utilising this trend to create superb customer experiences, and unify communications across multiple channels into one stream. By connecting customers to an agent who knows their service and purchase history, this provides a valuable context for the customer, and as this conversation is public, other customers are privy to how the solution was reached.