Remote support technologies could enhance and speed up the quality of support calls. “With the increased sophistication of smartphones, a vast majority of issues are actually configuration problems. Remote support enables the call center agent to remotely configure the handset once permission is granted by the user,” said Thomassain.
Active monitoring technologies could also promote proactive device care, so customers’ problems get solved before they’re even aware of it.
Further improvements to call center capabilities could come in the form of integrating the current infrastructure with various media, so agents could send customers instructional videos. The reach of contact centers should also not be limited to the phone, said Thomassain. Instead, multiple touch points such as kiosks could be implemented.
“Consumers expect resolution to simple tasks often without the need for two-way communication – a self-service approach,” said BT account director for Avaya Gary Bennett.
“But when there is a critical element to the contact – the ‘sale or fail’ scenarios – the customer’s choice of communications channel is critical, and companies have to be ready to communicate with their customers via any channel they choose.”
The BT-Avaya survey also highlighted the importance of technology in the future of the call center - 60% of respondents liked the idea of speaking to exactly the same agent by email and telephone, while 74% were annoyed at having to repeat identity details even after keying them in. A further 48% liked the idea of using speech recognition as a form of identification when calling in.