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.

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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 …