A sound call center strategy results in increased service levels, better agent performance, and improved customer experience. Let's look at some call center trends that will dominate the year 2020.

1. TOP
CALL CENTER
TRENDS FOR
2020

2. A sound call center strategy helps in
increasing the service levels, customer
satisfaction, and thereby reducing the
turnaround time.
But with the newly emerging call center
trends and technologies it has become
difficult for the businesses to reap the
benefits from these methodologies.

3. LET'S SEE SOME CALL CENTER
TRENDS THAT WILL DOMINATE
IN 2020

4. ARTIFICIAL INTELLIGENCE1.
AI chatbots help call centers to fetch business
intelligence about customer preferences, opinions,
and buying pattern.
In 2020 and the coming years, bots will be integrated
with all the communication channels to enhance the
quality of interaction.
AI will also lead customers towards self-service
oriented customer service while providing accurate
and instant information.

5. 2. ANALYTICS
Real Time Speech Analytics (RTSA) will be used as
a training tool by the management team.
Sentiment analytics will become a growing trend
where behavioral data will be collected such as call
center interactions to gain more insights into
customers' needs, moods, and demands.
Robust data analytical tools will be used to empower
decision-making abilities of call center agents.

6. 3. OMNICHANNEL
COMMUNICATION
Customer care services are becoming omnichannel as
the services are offered on different platforms such as
social media, chats, SMS's 24*7.
Industries like e-commerce aim to expand their base
by using omnichannel communication.
With the rise of multiple platforms like whatsapp,
video, voice calls, etc. businesses aim to reach more
potential customers.

7. 4. SOCIAL MEDIA CUSTOMER
CARE
Social media has taken the customer service industry
by storm as people don't want to wait for hours on
call.
Call centers will integrate customer service tools like
inbuilt chat, purchases with social media platforms.
Conversational bots will help speed up complaint
handling, which will enable greater agent flexibility.

8. 5. REMOTE ADMINISTRATION
Call centers will use a hybrid self service solution
where customers can join the process via live image
and video calls.
Technologies such as VoIP can help call centers to
promote remote assistance to customers via video
conferencing.
This will facilitate in resolving issues related to
customer verification, online transactions etc.

9. 6. DIGITAL TRANSFORMATION
Call centers will make constant efforts to digitize
customer experience.
Companies will work towards designing a digital
journey, mapping the customer journey, and
comparing their conversations.
Call centers will reap benefits of technologies like
IoT, which is making an impact in digital
transformation.

10. ABOUT US
CallCenterHosting (CCH) is a leading and
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We offer a complete software-based call center set up
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center solutions such as VoIP solutions , call center
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For more information, call us at
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hosted call center services.

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12. REFERENCES
10 New Call Center Trends & Predictions for 2020 – A Look into What’s Next
- financesonline.com
Top Call Center Trends 2020: “Calling” For Future
- callcenterhosting.com