CONTACT CENTERS OF THE FUTUREAs customer service trends change and consumer demands for service and security expand, contact centers need to evolve in order to keep up. What services, features and technology will BPOs and contact centers need going forward to capture more business and meet client demands?

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CONTACT CENTERS OF THE FUTURE

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Contact centers are the main point of consumer contact for businesses across industries. From technical support to ordering services, a poor contact center experience for a consumer can taint their opinion of a company.

With this much responsibility and pressure, business process outsourcers (BPOs) and contact centers need to offer the must cutting edge solutions and service options in order to provide the best experience and win (and keep) business.

Dizzion, a provider of fully managed VDI and end user computing solutions, and Bright Pattern, a provider of cloud contact center software, teamed up to take a look at six contact center trends you absolutely can’t ignore.

REMOTE AGENTS

OMNICHANNEL COMMUNICATION

SECURITY

TECHNOLOGY INTEGRATION

COMPLIANCE

THE CLOUD

The workforce’s desire to work remotely is growing, and smart BPOs will take advantage of this trend. Hiring remote agents not only gives contact centers access to a larger (and often more affordable and loyal) pool of talent, the practice also saves money.

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Remote Agents

The Competitive Advantage

• Easily provide access to agents with expertise, specific talents, language skills or local licensing

• Increase employee retention

• Scale fast since you’re not confined to a local agent pool

• Ensure full-day coverage by having agents across time zones

• Lower overhead means higher profit margins — companies can save $10,000 annually per remote worker

of employees think a flexible and remote work schedule would increase

their productivity

65%

Key Question

Will you provision remote workers with devices or implement a BYOD + virtual desktop model?

Businesses and the public are becoming hyper aware of the dangers of a data breach. With the average cost of a breach reaching $4 million and more than 50% of consumers saying they’d switch brands if they don’t feel their data is secure, clients are going to demand strong security measures from the BPOs handling their sensitive customer data.

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Security

The Competitive Advantage

• Isolated desktop environments keep client data separated and secure

• Tight user controls lets clients decide what data and functions agents can and can’t access

• Detailed security plans can help win business

• Good security can support your good reputation, attracting more clients

the number of data breaches reported in 2016 — a record high

1,000+

Key Question

How do you extend security and control measures to all agents, regardless of location or device?

Compliance fines are increasing, both for the companies that own the data and for business associates that might be responsible for a breach (like a contact center). The successful BPOs of the future will have a well-defined way to address top compliance standards (like PCI and HIPAA) and solutions in place to back up those plans.

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Compliance

The Competitive Advantage

• Client demand for compliance is growing — be able to say “yes” when asked if you offer a compliant solution

• Be a better business partner by making it easier for client organizations to achieve and maintain compliance

• Offer compliant services with work at home agent solutions

the average total cost of a data breach

$4m

Key Question

Is every part of your service offering (including the software vendors you work with) compliant?

Modern consumers are demanding more personalized customer service across all the channels they use in their personal lives. In order to meet these expectations, contact centers need technology that supports integrated multichannel communication and enables customers to communicate on the channel they prefer – from phone to social media.

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Omnichannel Communication

The Competitive Advantage

• Enable clients to provide convenience and choice to their customers with channels that fit into their lifestyle

• Maintain rich context across all channels to improve the customer journey

• Provide personalized interactions with customers to improve CSAT and increase lifetime value of the consumer

Key Question

Does your contact center software vendor offer omnichannel capabilities with omnichannel routing and seamless escalation between channels?

the average number of customer service

channel choices

9

Take advantage of today’s technology solutions to increase agent productivity. Select contact center software that offers out-of-the-box CRM integrations with leading CRM providers. It is important to partner with a contact center vendor that provides a seamless integration to top CRM providers with an integrated user interface, click to call, screen pop and activity history that is automatically saved with the ticket.

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Technology Integration

The Competitive Advantage

• Increased agent productivity through automation and single sign-on

• Integration minimizes the need to repeat information on transfer and allows personalized interaction based on prior CRM data

• Out-of-the-box integrations provide cost savings, as there is no need to install and maintain integration software on agents’ computers

of customer support channel data is not

shared between teams

42%

Key Question

Do you have a unified agent desktop across all channels in your CRM?

To survive in this economy, customer support and contact centers require fast, flexible, reliable and efficient technology to provide a top notch customer experience. Many BPOs looking for a new contact center vendor are switching to a pure cloud product to reap the many benefits provided over a premise-based solution.

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The Cloud

The Competitive Advantage

• Cloud solutions are fast and easy to deploy, meaning quicker time to productivity

• Transform financial structure from large, upfront CAPEX required with premise-based technology to consistent monthly OPEX

• Because cloud solutions are often delivered as a managed service, the provider is responsible for upgrades and maintenance

of businesses feel cloud computing has given them a

competitive advantage

74%

Key Question

Is the cloud solution scalable and reliable enough for your contact center needs?

ABOUT DIZZION

Dizzion is a global provider of end user computing services, including cloud delivered Desktops as a Service (DaaS) and complementary offerings like secure endpoints, application delivery and storage. The company delivers the next generation of virtual desktop solutions to meet the demands of a global workforce in industries with stringent security and compliance needs, including BPO/contact center, financial services, healthcare, legal services and insurance. Dizzion’s mission is to enable users to securely access applications and data from any device, anywhere increasing mobility and productivity.

Learn more at www.dizzion.com.

ABOUT BRIGHT PATTERN

Bright Pattern provides multichannel cloud contact center software enabling rich customer experiences across popular channels including phone, email, chat, video, social networks, SMS, messaging, and mobile applications. Bright Pattern’s multi-tenant software runs in public clouds such as Amazon Web Services or Microsoft Azure, Bright Pattern’s own optimized data centers or enterprises’ data centers.

Learn more at www.brightpattern.com.

LEARN MORE

Learn more about how Dizzion + Bright Pattern improves contact center efficiency.