Future of the Contact Center: 7 Key Trends Driving a Massive Transformation (Part 4)
by Liz Osborn, vice president of product and solution marketing at Five9 Contact centers are under pressure to adapt to the rapidly changing technology landscape and consumer expectations. There are seven key trends that will impact contact centers as they evolve to meet these shifting expectations. In case you missed them, catch up on part 1, part 2 and part 3. Continue reading for trends #6 & #7: 6. Regulatory compliance will be the new normal Although the specifics vary from country to country, two major regulatory areas are critical for the global contact center industry: credit card data and the regulations surrounding outbound consumer calling. We’ve all heard about the big breaches in retail data security in the news. This is driving rising demand for Payment Card Industry Data Security Standards (PCI DSS) compliance for any merchant who receives credit card information from customers. In the US, the regulations governing consumer dialing are known as Telephone Consumer Protection Act (TCPA), and include the Do Not Call list and rules on who can be auto-dialed. Recent large fines and pending litigation are driving the need for technology tools for contact centers to ensure that they are in compliance with the regulatory standards. 7. Social engagement will be used to drive leads in addition to servicing customers Today, 33 percent of contact centers are servicing customers through social media channels, according to the Deloitte Contact Center Survey, 2013. As social networks become more and more a part of daily life, that percentage will continue to rise. Many leading edge, early adopter companies are finding that the same intelligent social engagement software tools that they are using to listen, understand and resolve customer issues can be utilized to find prospects who are at a critical "moment of truth" in researching products and companies. These enterprises are beginning to mine the huge amount of valuable clues that can be found on social sites and use them to drive highly qualified leads. The contact center is just at the beginning of a major transformation, driven by the ever-changing technology landscape and the rising demands of customers. The next generation contact center will look very different from the "boiler rooms" with banks of cubicles, phones and terminals that many of us envision when we hear the term contact center. These are just seven of the key contact center trends that we see shaping the future of contact centers around the world. What trends are you seeing in your business that will affect the contact center?