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The Evolution of the Contact Centre

Gordon Rimmer 6 October 2017

Contact centre technology is not a new innovation. Although some methods and working practices have changed very little, there has been a great rate of change in the contact centre. Many experts have pointed to three different waves of contact centre technology.

It is likely that certain parts of your business communication channels will be spread across the three different waves. If you are keen to communicate with customers in the most effective manner, while providing the highest standard of service, it makes sense to operate in the third wave as much as you can.


Old tech vs new tech


In this article we will discuss the three waves and what it means for you:

  • Wave 1: Cost and Efficiency
  • Wave 2: The Customer Relationship
  • Wave 3: The Complete Experience


Cost and Efficiency

The first wave was driven by the need of the business. Improvements in technology enabled organisations to communicate with customers in a more effective and affordable manner.


The vast majority of early adopters found that they drastically reduced their customer service costs by utilising contact centre technology. This wave has been in place for decades but clearly the importance of lowering costs and improving efficiency are still alive today.


The Customer Relationship

The second wave, developed in the 1990s, introduced the needs and wants of the customer to the focus that a contact centre had. While there was still a drive to lower costs and operate efficiently, businesses realised that they needed to provide more to their clients.


The emergence of self-service contact centre options provided a more efficient way for businesses to operate but this system also provided many customers with an easier way to order or raise issues with a firm.

The Complete Experience

The third wave has changed the face of contact centre technology. Developed in the late 2000s, it builds on the customer recognition developed in wave two, and sees the customer driving progress and improvements.


There is a genuine need for businesses to offer a high standard of customer service, with the customer experience being central to the way a firm operates.  This wave has benefited from considerable improvements in communication technology, creating the platform for customers to demand new ways to engage and connect with a firm.


Download our free Contact Centre Compliance and Quality Solutions guide to  learn how we can help you. 




While modern businesses need to be operating in the third wave, the key benefits of the first and second wave of contact centre technology are still important.


At Connect, we not only offer cost effective and efficient solutions with the customer in mind. We provide our clients with an extensive range of communications, ensuring they can provide the most effective customer service package at all times.


Any business looking to satisfy their customers in the modern era needs to ensure that they offer a reliable and effective customer experience, which is at the heart of what we offer to firms.



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