Call Centers

Is your call center technology keeping up with the times? Rising customer expectations and relentless technological advancements are changing the call center as we know it — and fast. Gartner predicts that by 2025, four out of every five customer service organizations will use generative AI to enhance agent performance and better meet customer expectations.1 Falling behind on trends like these could mean longer wait times, frustrated customers, and, ultimately, lost revenue. That’s why we’re here to clue you in. Below, we explore five predictions for how technological advancements will shape the future of call centers.

Today’s consumers demand hyper-personalized, highly efficient service across multiple channels — a major challenge for businesses relying on outdated systems. But imagine a world where your call center agents have instant access to customer insights, personalized recommendations are at their fingertips, and routine tasks are automated so agents can focus on building lasting business relationships. That’s the promise of AI-driven customer relationship management (CRM) systems. These powerful tools are revolutionizing the call center industry, offering a wealth of features designed to improve the customer experience. In this article, we explain five key ways AI CRMs can take your customer service to new heights.

Agent turnover is a significant problem for call centers, with the industry recently seeing employee attrition rates of up to 38%.1 It’s an expensive issue, too: Each time an agent leaves, it can cost a company between 30 and 50% of their annual salary.2 However, you can avoid this with a customer relationship management (CRM) system that has the right features and functionalities. In this article, we look at the main causes of turnover and detail key CRM capabilities that can help you combat agent attrition in your call center.

Keeping team spirits high is one of the most demanding challenges a call center manager faces. The daily grind of customer queries and complaints, often under intense pressure, can take a toll on your agents. How can you keep them motivated, happy, and performing at their best? This article is your guide. It covers five data-driven approaches to improving agent morale that go beyond the usual perks and can make a real difference in performance, too.