3CLogicLogo_2019_nowaves
Get a demo
  • Contact Us
search 3CLogic.com
  • Product
    • Features
      • CTI
      • IVR Designer
      • IVR Analytics
      • Speech Analytics
      • SMS
      • Reporting
      • Automated Dialers
    • Deployment Options
      • 3CLogic Total Cloud
      • 3CLogic Hybrid Cloud
      • 3CLogic Cisco Connector
      • 3CLogic Avaya Connector
      • 3CLogic Genesys Connector
    • Customer Support
    • Why 3CLogic
  • Solutions
    • Customer Service
    • IT Support
    • Human Resources
    • Sales & Marketing
    • Contact Center
  • Integrations
    • ServiceNow
      • Customer Service Management
      • ITSM
      • Human Resources
    • Microsoft
      • Dynamics 365 CRM
      • Microsoft Teams
    • Sugar CRM
    • SAP
    • Other
      • Infusionsoft
      • Monet
      • Salesforce
      • Verint
  • Customers
    • Customer Success Stories
    • Reviews & Testimonials
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • In the News
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
3CLogic
Get a demo
search 3CLogic.com
close off-canvas menu
  • Product
    • Features
    • Deployment Options
    • Customer Support
    • Why 3CLogic
  • Solutions
    • Customer Service
    • IT Support
    • Human Resources
    • Sales & Marketing
    • Contact Center
  • Integrations
    • ServiceNow
    • MS Dynamics
    • Sugar CRM
    • SAP
    • Other
  • Customers
    • Reviews & Testimonials
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • In the News
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
  • Contact Us
Get a demo
3CLogic
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
3CLogic's Contact Center Blog

Contact Center Trends for 2015

Posted by Guillaume Seynhaeve on Dec 4, 2014 8:42:00 AM
  • Tweet

The contact center space is changing. So what should one expect in 2015?

3CLogic-Infographic-Top-5-Contact-Center-Trends-2015Continued Implementation of Self-Service: Recent studies have shown 67% ofcustomers prefer self-service over speaking to a live representative, which has its benefits when considering self-service interactions are 200-300% less expensive than those handled by a live agent. While the use of live agents is not expected to decrease, the importance and extended use of self-service is likely to be a continued theme next yar.

Growing Deployment of Cloud Infrastructures: By 2015, cloud computing spending is projected to reach 155 billion, compared to 46.4 billion in 2008. And according to DMG Consulting, cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. When compared to premise-based solutions, contact centers based in the cloud have experienced 27% reduction in annual contact center costs and a 35% improvement in uptime. Offering superior reliability, scalability, and cost-savings, cloud adoption shows no signs of slowing down anytime soon and likely to continue its successes in 2014 well into 2015 and beyond.

Rise in Virtual Agents: A recent Stanford University study found at-home agents are noticeably more productive, spending 9% more time on calls and handling 4% more calls per minute. In addition, turnover is generally 35-50% lower for at-home agents than those in-house. It’s no wonder 80% of businesses are expected to utilize virtual agents in some capacity by 2015 and likely to use cloud solutions to do so to expand hiring opportunities, facilitate on-demand scalability, and reduce operational costs.

Continued Emphasis on Multichannel Communications: Contact channels other than phone, such as email, web self-service, chat, and other online techniques now account for more than 30% of customer service engagements. And as more customers look to begin an interaction in one channel, and finish it in another, the importance of implementing or maintaining a multichannel platform in 2015 will be key for contact centers as they strive to deliver superior customer service.

Push for SaaS Consolidation: Already a big trend in 2014, businesses and contact centers are likely to put a renewed, if not continued, emphasis on the importance of consolidating different SaaS solutions (Accounting, Support, Telephony, WFM, etc.) in a manner allowing for the unification of all relevant customer data.   With the average organization subscribing to 9.6 SaaS solutions by the end of 2014, the importance of facilitating the transfer of information between software and departments will likely take a front seat in 2015. As businesses continue their efforts to exceed customer needs and expectations, the emphasis on customer relationships will continue to be a big driving force behind more consolidation across platforms.

More Big Data: Did you know 90% of the world’s data has been created in the last two years? As businesses increasingly find success in managing their “Big Data” through various SaaS integrations, reporting, and analytics, the value of such insights will likely make this a continued hot topic in 2015.

Contact Center Trends Personalization of Interactions: According to Salesforce and Forrester Research group, “Personalizing Customer Service Interactions” is among the top key trends facing customer service organizations today. Catering each interaction to a customers’ unique communication preference, history, needs, and expectations will be a driving trend in 2015 and an opportunity for competitive differentiation amongst businesses.

Introduction of Video and Web RTC: While WebRTC and video have yet to hit mainstream adoption, the implications for each, especially as it relates to the contact center space, can hardly be ignored. Perhaps the biggest wildcard on this final list of eight, the possibility of both taking root in 2015 and beyond is certainly not out of the question; something to keep an eye on.

Topics: customer service, cloud security, cloud based contact center, call center, multichannel contact center, contact center, contact center solution, remote agents, cloud call center, scalability, WebRTC, reliability, big data, cloud contact center, customer experience, self-service, customer relationship, at-home agents, multichannel communications, saas integrations, security, virtual agents, personalizing customer service

Guillaume Seynhaeve

Written by Guillaume Seynhaeve

Guillaume Seynhaeve is the VP of Marketing and Business Development at 3CLogic with over 10 years of experience in sales and customer service. In his role, he routinely shares best practices regarding how to marry technology and business processes to enhance the overall customer experience.

Subscribe by Email

Recent Posts

Posts by Topic

  • customer service (68)
  • call center (66)
  • contact center (54)
  • call center software (35)
  • contact center software (31)
  • crm integration (30)
  • cloud based contact center (21)
  • cloud call center (21)
  • contact center solution (21)
  • cloud based call center (19)
  • customer support (19)
  • CRM (18)
  • best business practices (17)
  • cloud based solution (16)
  • multichannel contact center (16)
  • cloud based (15)
  • customer experience (14)
  • VTAG (13)
  • call center software features (13)
  • multichannel communications (12)
  • SaaS (11)
  • inbound (11)
  • remote agents (11)
  • ServiceNow (10)
  • call center scalability (10)
  • multichannel call center (10)
  • outbound (10)
  • scalability (10)
  • cloud customer service (9)
  • cloud security (9)
  • sales (9)
  • social media (9)
  • SugarCRM (8)
  • cloud call center solution (8)
  • cloud customer support (8)
  • customer service team (8)
  • first call resolution (8)
  • omnichannel (8)
  • self-service (8)
  • voice platform (8)
  • 360 view (7)
  • IVR (7)
  • customer satisfaction (7)
  • customer service management (7)
  • grid computing (7)
  • outbound sales (7)
  • small business solution (7)
  • technical support (7)
  • technology (7)
  • B2B marketing (6)
  • IVR technology (6)
  • Inside sales (6)
  • agent retention (6)
  • cloud computing (6)
  • crm software (6)
  • employee retention (6)
  • redundant systems (6)
  • software (6)
  • telephony CRM integration (6)
  • CTI (5)
  • VOIP (5)
  • at-home agents (5)
  • big data (5)
  • fully redundant software (5)
  • hybrid cloud (5)
  • interactive voice response (5)
  • software support (5)
  • work from home (5)
  • CSM (4)
  • WebRTC (4)
  • call blast (4)
  • cloud (4)
  • cloud contact center (4)
  • contact channels (4)
  • customer engagement (4)
  • customer relationship (4)
  • no centralized server (4)
  • pci compliance (4)
  • predictive dialer (4)
  • sales campaign (4)
  • service management (4)
  • tcpa (4)
  • tcpa compliance (4)
  • virtual agents (4)
  • voice (4)
  • COVID19 (3)
  • Knowledge16 (3)
  • ServiceNow CTI (3)
  • agent training (3)
  • blended contact center software (3)
  • chat (3)
  • cold calling (3)
  • contact center solutions (3)
  • contact center technology (3)
  • custom crm integration (3)
  • digital workflows (3)
  • digitaltransformation (3)
  • edge computing (3)
  • increased call volume (3)
  • mobile (3)
  • multichannel (3)
  • outbound call center (3)
  • outbound campaign (3)
  • public cloud (3)
  • reliability (3)
  • reporting and analytics (3)
  • service delivery (3)
  • small contact center software (3)
  • social customer care (3)
  • text (3)
  • virtual assist (3)
  • voip crm integrated contact center (3)
  • B2C (2)
  • DX (2)
  • IVR menu (2)
  • SugarCon (2)
  • agent attrition (2)
  • agent coaching (2)
  • agent productivity (2)
  • agent turnover (2)
  • artificial intelligence (2)
  • auto-attendant for call center (2)
  • best practices (2)
  • business intelligence (2)
  • call center agent (2)
  • call center compliance (2)
  • call center scripts (2)
  • call center solution (2)
  • call center solutions (2)
  • call handling procedures (2)
  • call scripts (2)
  • contact center integrations (2)
  • database management integrations (2)
  • digital transformation (2)
  • dynamic scripting (2)
  • email (2)
  • employee engagement (2)
  • employee turnover (2)
  • fault tolerance (2)
  • fog computing (2)
  • gamification (2)
  • high call volume (2)
  • integration (2)
  • intelligent routing (2)
  • knowledge base (2)
  • knowledge management (2)
  • kpis (2)
  • lead tracking (2)
  • personalizing customer service (2)
  • saas integrations (2)
  • sales prospecting (2)
  • sentiment analysis (2)
  • speech analytics (2)
  • third-party integrations (2)
  • work force management (2)
  • workforce optimization (2)
  • ASA (1)
  • CTI Connector (1)
  • Cloud Communication (1)
  • FCR (1)
  • ITSM (1)
  • Internet of Things (1)
  • IoT (1)
  • Knowledge18 (1)
  • Microsoft Dynamics (1)
  • Microsoft Teams (1)
  • Millennial Consumers (1)
  • On-Premise (1)
  • PCI (1)
  • Product Launch (1)
  • SLA (1)
  • after call work (1)
  • attriction rate (1)
  • auto-dialer (1)
  • bad customer service (1)
  • banking industry (1)
  • bpo (1)
  • business technology (1)
  • call abandonment (1)
  • call center management (1)
  • call center reporting (1)
  • call center security (1)
  • call center technology (1)
  • call routing (1)
  • call volume (1)
  • call-back (1)
  • cloud contact center solution (1)
  • computer telephony integration (1)
  • contact center attrition (1)
  • contact center trends (1)
  • crm integrator (1)
  • cross-sell (1)
  • customer journey (1)
  • customer loyalty (1)
  • customer service experience (1)
  • customer service metrics (1)
  • customer service rep (1)
  • customer service trends (1)
  • cx (1)
  • data recovery (1)
  • employee recognition (1)
  • employee satisfaction (1)
  • engaging work environment (1)
  • enterprise communications (1)
  • financial services industry (1)
  • frustrating customer service (1)
  • help center (1)
  • high attrition (1)
  • hold times (1)
  • holiday customer service (1)
  • holiday season (1)
  • hyrbird cloud (1)
  • improve customer service (1)
  • inbound calls (1)
  • inbound contact center (1)
  • infusionsoft dialer software (1)
  • interactive voice response menu (1)
  • lead conversion (1)
  • marketing automation (1)
  • mobile trends (1)
  • multichannel customer care (1)
  • multichannel customer service (1)
  • news (1)
  • on hold (1)
  • personalized customer service (1)
  • preview dialer (1)
  • real-time chat (1)
  • reporting (1)
  • sales best practices (1)
  • sales team (1)
  • sales tools (1)
  • salesforce dialer software (1)
  • security (1)
  • service level (1)
  • skills based routing (1)
  • social care (1)
  • sugarcrm integrator (1)
  • tcpa regulations (1)
  • telemarketing (1)
  • time in queue (1)
  • voicemail (1)
  • wait on hold (1)
  • waiting on hold (1)
  • web self service (1)
  • webinar (1)
  • wfo (1)
  • workforce flexibility (1)
  • workforce management (1)
  • zoho dialer software (1)
See all
  • Computer Telephony Integration (CTI)
  • Interactive Voice Response (IVR) Designer
  • IVR Analytics
  • Speech Analytics
  • Reporting
  • Automated Dialers
  • Customer Service
  • IT Support
  • Human Resources
  • Sales & Marketing
  • Contact Center
  • ServiceNow
  • Microsoft
  • Sugar CRM
  • SAP
  • Universal CTI
  • Others
3CLogic-footer-logo
9201 Corporate Blvd., Suite 470
Rockville, MD 20850
(800) 350-8656
info@3CLogic.com
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
  • Sitemap
  • Privacy Policy
  • Terms of Use
© Copyright 2021 by 3CLogic. All rights reserved.
Now Certified App Availble on Microsoft AppSource Salesforce Partner Logo
Now Certified App Availble on Microsoft AppSource
  • Sitemap
  • Privacy Policy
  • Terms of Use
© Copyright 2020 by 3CLogic. All rights reserved.