There’s no disputing that the 21st century customer has changed, but so, too, has the customer service industry. From social media to live chat and email, today’s customers have numerous communication channels they can use to connect with companies. Because of this, businesses have turned to emerging technologies to help capture voice of the customer data and to improving customer satisfaction.
In continuing our two-part series on the “Top Ten Customer Service Trends of 2013,” and in celebration of National Customer Service Week 2013, let’s take a look at five more customer service trends.
- Voice of the customer programs remain on top: More companies are adopting voice of the customer (VoC) programs. In fact, 68 percent of companies are implementing VoC programs this year, compared to 55 percent last year.
- Collaboration improving quality of service: In recent years, there’s been an increased adoption in collaboration. In particular, agent to agent collaboration, where organizations are breaking down agent tiering and creating a more collaborative environment.
- SaaS solutions more popular: According to Forrester, almost 70 percent of organizations are currently using SaaS solutions or are interested in doing so. This year, many customer service technology buyers are looking at SaaS solutions to meet their needs.
- Analytics improving end-to-end experience: This year, customer service organizations are implementing more “holistic” measurement programs for communication channels, allowing them to gain insight into the cost and success of a customer’s journey, as well as areas that need improvement.
- Outsourcing gaining ground: Twenty percent of companies are currently outsourcing their operations, while eight percent are interested in doing so, according to Forrester. The industry can expect to see more companies outsourcing their contact center technology and using at-home agents.