• 20th June 2017

Trends that will impact your contact centre in 2017


Trends that will impact your contact centre in 2017

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As technology continues to advance at speed, contact centres are increasingly having to adapt to ensure that their customers receive the exceptional experience they expect today.

Not only does this mean they need to constantly review their service offerings, they also need to be able to adapt to trends that, if ignored, could put their competitors at an advantage. That’s why this month we’ve created a list of trends that will impact your contact centre for the rest of 2017.

Data security will become a top priority

Ensuring that you’re General Data Protection Regulation (GDPR) compliant will become a huge part of the future for all businesses, but will particularly impact contact centres within the next year. This means that you’re going to have to reassess the way that you keep your customers’ data protected against security breaches and data theft.

These new GDPR regulations will come into play from May 25th 2018, so now is the time to start preparing. For more information on preparing your contact centre, take a look at these 12 steps set out by the Information Commissioner’s Office.

Interaction analytics are the future

Collecting data from all the interactions with your customers means you’re more easily able to identify areas for improvement, and ensure that customer service is at the core of your proposition.

Interaction analytics can give your contact centre an in-depth analysis of the information that’s been gathered over any period, so you can look at how advisors handle busy periods, and even if the sentiment of the interaction is altered at different times of day.

Analytics are also a great way of establishing best practice as they enable you to review the interactions of best performing advisors so you can implement successful techniques across wider teams. This in turn gives managers and team leaders a way to share best practice and helps when training new starters in the best way to interact with customers.

Omni-channel delivery will rise

As contact centres continue to be affected by the advancements in data-driven technology, omni-channel tools will play an even more crucial role in the service that they provide.

Omni-channel blends all methods of communication for a seamless customer experience. From emails, SMS, social media to voice, all interactions are recorded, so every time a customer contacts you, no matter which channel they use, their contact history is always available, so you can deliver the same great level of service every time.

Self-serve services

In today’s connected world contact centres need to be ready to embrace self-service services.

From chat bots to video tutorials, detailed FAQs and self-serve portals, minor customer issues can quickly be solved without having to interact with a human being. This will result in minor problems being solved and questions answered by the customer themselves, but remember, they will share their experience on social media!

Artificial intelligence

In addition to data-driven analytics, businesses are becoming more and more reliant on the use of Artificial Intelligence (AI) to help streamline their contact centre technology.

From call routing to self-service solutions, AI can be utilised to help manage customer experience whilst ensuring that all contact centre employees are utilised based on their individual skills and strengths.

At the same time as this, AI can take the statistics collected from contact centre data to help businesses shift their marketing strategies. These targeted marketing strategies will focus on customer browsing history, typical methods of communication, social media platforms, and personal interests.


At Ultracomms, we work closely with all our clients to ensure that they’re up to date with all the latest technology and regulations within the contact centre industry.

If you want to find out how we can help streamline the technology in your contact centre or improve your service offerings, then get in touch with a member of our team here. We’re always more than happy to help.

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