4 pillars that drive technological innovation in the Call Center

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Discover the 4 pillars that drive technological innovation in call centers and understand why more and more companies are investing in these trends.
According to the recent Gartner Hype Cycle for CSS Technologies 2022 study , 4 pillars have been driving technological innovation in the Call center.

And considering that this study talks about the maturity, adoption and application of specific technologies, it can be said that we are facing the future of customer service.

After all, in the digital age, it is practically impossible to imagine any business achieving success without making the best use of technological resources.

Therefore, in this article we will help you assess the lawyer database of customer service and support technologies.

And the first step towards this understanding begins with Customer Experience (CX).

Have you heard of it?

The importance of customer experience
As you may have heard, Customer Experience (or customer service) is an essential tool for discovering the customer's perception of your brand.

To understand this subject in depth, check out our post on Customer Experience here.
In short, we are talking here about the factor that can be the most important differentiator for a company in a varied and highly competitive market.

This is because, through customer experience, you can gain competitive advantages such as…

Greater knowledge of your audience's needs;
Improved service;
Improvement in the company's internal processes;
Greater customer loyalty;
Resource optimization;
Increased revenue.
Now to understand what all this has to do with technological innovation in Call Centers, consider the quote below.

“This year’s Hype Cycle technologies aim to enhance customer service, create a more seamless customer journey, and improve the design and direction of future journeys.”

Drew Kraus, VP Analyst at Gartner.
In other words, the first step towards the future of customer service is optimizing customer service.

You can see the next 4 steps in the list below.

4 pillars that drive technological innovation in the call center
It’s time to take an important look at how a technology or application might evolve over the next few years.

And through 4 pillars, we will decipher the technological innovations that will boost customer service in call center, contact center and many other companies.

1 – Connection
This category of innovation focuses on providing the architected channel design to create independent service journeys, including intelligent self-service.

In this context, CCaaS (acronym for Contact Center as a Service) is a good example of a platform that helps companies organize all interactions with customers.

Cloud-based, this tool has applications that allow the management of multichannel interactions in an accurate overview.

With all this, the idea is to create a perfect customer service journey across assisted and self-service channels.