In the time it took your computer to load this post, the Contact Center died and resurrected 3 times. No, not really, but it seems that the Contact Center is declared dead every few years or predicted within two years. But what people are saying is that the CURRENT Contact Center is dead. We exist in an ever-changing consumer market where behaviors change in how they want to communicate with businesses.
Perhaps instead of declaring the Contact Center DOA every few years, we can change our approach. If we look at the Contact Center as an ongoing process of evolution that maximizes on the improvements and new innovations in the market, your Contact Center will become State-Of-The-Art year after year, instead of in the morgue after two years.
Leveraging the available technology is the first step in building a solid foundation for the Contact Center’s future. But how can more technology and automation help with customer experience when it is limiting the personal touch of a contact center agent? A simple answer, simplify. Allow the technology to work for you and your agents. Let the technology and the automation it provides streamline the process for your contact center agents and customers.
One of the biggest complaints from contact center agents is they have to repetitively take the same mundane information from every customer over and over again. Let’s automate this so that the agent has the caller information on their screen when they get the call. Automating more use cases frees up time for your agents to handle more complex problems. Solving problems is a more rewarding and efficient experience for your agent and your customers. Not to mention that by streamlining and better managing the agent’s workload, you will inevitably be saving money.
Using the Data
On top of enhancing the Contact Center experience all around, modern technology can allow you to track various data points throughout the customer experience. Using this data will give you valuable insight into the workings of how your customers and contact center agents are utilizing the technology. And those insights will make you better equipped to empower your agents to provide WOW experiences.
For more information about how we can help you deliver WOW experiences for your agents and customers, Contact Us to discuss your issues and how we can help.