Like all competitive industries, telemarketing is an evolving field. Players are trying to keep up with the increasing demand for excellent service. They’re also trying to prevent choking regulations that come about thanks to bad actors. This causes a technological arms race within the industry, as we all compete to see who can be the best. Here are the three biggest telemarketing trends that will affect customer interaction.
The Ascendancy of AI and the Coming of the Cloud
The demands that telemarketing software puts on call center infrastructure are increasing. This has led to the rise of the first of the big three telemarketing trends.
Many commentators would separate the importance of AI and Cloud Computing. They’re very much linked, though. They even build off of one another. AI-driven client interaction software is complex to a startling degree. It’s often too much for your typical local call center servers to handle. That has led to telemarketers’ increasing reliance on cloud-hosted applications. This applies from their CRMs and dialers on up.
Companies notice when they stop having to dedicate a big chunk of hardware to certain core functions. After that, it’s only a matter of time before all other functions get distributed in like manner. It’s a matter of cost savings and simple efficiency.
The Rise of Remote Work
Suppose you can host the software that the agents use on the cloud. What then makes it so important that the agents themselves all be in the same place, too?
Among the latest telemarketing trends, this one might represent the biggest paradigm shift. We may already be seeing the last days of the noisy call centers that customers can always hear across the line.
Workforces are experiencing increasing distribution. More companies are employing more and smaller contact center offices. A growing cohort of agents who work from home supplement this. That last option may be the best of all worlds when it comes to customer experience because above all, it’s quiet. That’s to say nothing about the company savings on overhead.
The Shift to Social Media
The telephone and email represent timeless technologies that are not going to disappear. They offer unique benefits. But more telemarketing agents are spending more time building relationships via social media.
Specific social networks rise and fall. The dangers that social media can represent for society as a whole are becoming clear. But there’s also a fact no one can discount. Social networks have made it easier than ever before to reach out to the right prospects. Agents can build relationships with them before ever meeting them in person.
Facebook might not be forever. LinkedIn and other business-oriented platforms will have a lasting impact.
Boomsourcing is taking advantage of these trends. We’re using them to grow our customers’ business. Contact us. We’ll show you how we do telemarketing better, and why it matters.