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Call Center: Trend Alert

TMCnews Featured Article

February 26, 2013

Call Center: Trend Alert

By Ashley Caputo, TMCnet Web Editor

The most important aspect for any type of business to thrive, whether it’s retail, hospitality or medical, is for the consumer to receive the best quality customer service care, especially when communicating over the telephone. This means that employees must handle every customer respect and do everything in their power to find a solution to whatever issue is at hand.

According to a recent Resource Nation blog post, there are a few trends in the call center industry that every business should be paying close attention to in order to promote a successful customer experience. Here are some of the latest trends it had to offer.

Call Recording Technology

There is so much data in the world, and if analyzed properly, it can be used to help any industry predict growth levels and trends that could ultimately increase revenue and productivity levels, which is why it is vital that businesses utilize data recoding solutions. To understand customers even better, businesses can use its solutions to reduce call volumes and overall operational costs in the contact center. On the other end of the spectrum, to increase agent efficiency and optimize the workforce, businesses can conduct root cause analysis on agent behavior during interactions through its call recording solutions.

Integrating the Cloud

With the mobility trend underway, and thanks to BYOD, it is important that businesses provide mobile access, which can be done easily with a cloud-based infrastructure. The cloud has proven to be an easier, more cost-effective solution for businesses to operate from. Storing data in a single space reduces the need for multiple locations and money that is spent on on-premises solutions. In times of crisis or disasters, cloud computing allows systems, applications and data to be copied, backed up and ready to use in another data center in a few short minutes.


While it is important to be able to access data from a mobile device, it is also crucial that businesses offer a mobile application or desktop for their customers. With so many users operating from a mobile device, whether it is a smartphone or tablet, the more accessible a business is on more platforms, the more viewership it will receive.

Becoming More Social

Social media has been intertwined into our daily lives, creating new platforms for communication that has been embraced by industries we never thought possible, like the medical field, television manufactures, marketing world and mobile devices. IBM’s (News - Alert) “Birth of a Trend” project is a new way to predict online trends, which can change the playing field for industries all over the world. This new research method studies online trends globally on social networks in order to help predict what trends are going to be commercially successful and profitable, proving how important it is for businesses to have a social media presence and communication outlet for consumers.

Multimedia Platforms

Along with mobility access and a strong social media presence, businesses must utilize all the communication tools on the market so that customers can correspond on all levels. Microsoft (News - Alert) Lync, a UC platform, allows users to see their contact’s availability, send instant messages, start or join audio video or Web conferences, make phone calls and can even connect with Skype (News - Alert). There are tons of call center solutions on the market that incorporate all the telecommunication outlets into single software.

As technology continues to move at lightning spend, it may be difficult at times to keep up with every solution and product available at hand that could further a customers’ experience, and ultimately, the success of a business.

Edited by Rachel Ramsey

Technology Marketing Corporation

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