How to Improve Your Contact Center Technology in 2018


2017 was a banner year for the economy, but not all businesses benefitted the same. Retail continues to suffer as the largest corporations and online merchants continue to increase market share. But in an age of digital innovation, you don’t necessarily need the bandwidth or resources of industry giants in order to remain competitive. Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives.

Not sure where to begin? Here are five suggestions to improve your contact center technology in 2018.

Streamline the channel experience: You don’t need to be a Fortune 500 company to occupy prime real estate anymore. Facebook is the new Madison Avenue, which gives small businesses a great opportunity to level the playing field. Put your best foot forward by integrating and streamlining your social channels to give a consistent customer experience.

Build a chatbot: Chatbots offer businesses with limited resources an incredible ROI. Customer Service Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today.

Augment self-service offerings: Customer service gives small businesses another opportunity to differentiate themselves from larger corporations stifled by red tape. Providing a wide variety of efficient and intuitive self-service offerings will endear customers to you and give you a leg up on large competitors that make you jump through hoops to resolve an issue.

Make it personal: Another reason shoppers choose smaller businesses over corporations is the personal nature of the interactions. Fortunately, you can still capitalize on customer data with emergent contact center solutions to enable you to deliver targeted and personal experiences effectively.

Expect the unexpected: Smaller businesses often have less wiggle room to manage unexpected issues. But if you expect the unexpected and take preparations, you’ll be able to manage any issue that comes your way. Take advantage of agent coaching and eLearning to prepare your agents. On the back end, integrate staffing solutions to ensure proper coverage and flexible scalability to meet emergencies head on.

There will always be a bigger fish in the pond, but that doesn’t mean you won’t be able to grow your own business in 2018. You simply need the right tools to get the job done. Get started today by checking out the year’s most innovative contact center solutions.