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Will Bots Replace Humans in the Contact Centre? - 8x8 Inc. - ContactCenterWorld.com Blog

Will Bots Replace Humans in the Contact Centre?

If you believe the hype, contact centre and customer service employees may soon be out of work.

According to the BBC in the UK, occupations in the contact centre industry are among those most at risk of being taken over by robot workers. They rank 109 among 366 jobs. In the future, the rise of automation will undoubtedly play a huge role in the industry, taking on simple, repetitive tasks and answering basic queries. The benefits are obvious. Robots can work 24 hours a day, seven days a week, and only take a few seconds to be ‘trained’ on a new topic.

But not so fast. Humans in the contact centre aren’t on the way out. I believe people in this industry all around the world have a bright future–and to write them off entirely would be to ignore the strategic importance of human interaction to a company’s brand.

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The contact centre is increasingly becoming the only place that customers interact directly with a brand, more specifically with the people on the front line that represent it. This is particularly true for e-commerce companies that don’t have the presence of a physical store. In an era where brands are defined by the service they provide, not just the products they sell, the actions of the contact centre team are fundamental. In fact, they are the customer experience that make a brand what it is.

Contact centres are full of highly-trained, knowledgeable people with problem solving and negotiation skills. It’s very difficult to replicate these important skills with automation. Not to mention the “softer” skills such as showing empathy and charm. These are virtually impossible for robots.  

This human touch is even more critical when you take into account that customers most often reach out to a contact centre when something has gone wrong and are looking for help.

 
Creating a dialogue & building a relationship is key to solving a #custsvc problem.

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We’re all too familiar with the “computer says no” approach. It’s when human call centre agents start showing robotic traits and refuse to deviate from a script, that this leads to customer frustration. Creating a dialogue and building a relationship is key to getting to the bottom of a problem and making sure it’s dealt with properly. Unless you consider fictional films like Star Wars or Her, no one has ever built a relationship with artificial intelligence.

Yet, ironically, under-investment in technology is probably the biggest threat to humans continuing to take the leading role in contact centres.

Using Technology to Bot-Proof Your Contact Centre

With contact centre workers acting as the front line of a brand’s customer experience, technology is crucial to ensuring they have the tools they need to provide stellar service.

The right technology can make sure customers are connected to the right agent. Technology can match a customer to any agent anywhere in the world who’s able to answer their query and cut down on wait times. Agents can have the full history of a customer’s interactions with a company at their fingertips, so the customer doesn’t have to repeat their query again and again.

For example, solutions like 8x8’s Virtual Contact Centre and EasyContactNow enhance the great customer experience contact centre agents are able to offer by making sure customers are always sent to the right agent, with the right expertise, at the right time. By taking care of these basics, agents are freed up to let their unique human skills shine, while focusing on solving customers’ problems.

Automation is undoubtedly here to stay. It’s now a common feature in many parts of our lives–from helping us pay for our supermarket shopping and giving us directions through a smartphone to allowing us to check ourselves in at the airport. Contact centres will no doubt be affected by this trend and it’s important they are part of this automation movement, rather than ignoring it.

While automation will eliminate very few occupations entirely in the next decade, it will affect portions of almost all jobs to a greater or lesser degree, depending on the type of work they entail. The successful contact centre of the future will harness the best of both the human and automated worlds to give customers the service and experience they want.

And contact centre agents? They’ll continue to be your organization’s most valuable frontline representatives.

Source: http://blog.8x8.com/2017/01/will-bots-replace-humans-in-the-contact-centre/

Publish Date: January 19, 2017 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



View more from 8x8 Inc.

Recent Blog Posts:
8x8 ContactNow – A New Intelligent & Easy to Use Contact Center Solution for TeamsMarch 27, 2017 5:00 AM
How Well Do You Know Your Customers—Really?March 23, 2017 5:00 AM
Five Tips for Connected, Collaborative Virtual TeamsFebruary 13, 2017 5:00 AM
Become a Superhero with 8x8 Virtual OfficeJanuary 27, 2017 5:00 AM
Will Bots Replace Humans in the Contact Centre?January 19, 2017 5:00 AM
Multiply the Possibilities: Five Top 8x8 Blog Posts for 2016December 28, 2016 5:00 AM
8x8 Podcast: Future of Work… With Jacob MorganDecember 15, 2016 5:00 AM
Who You Gonna Call? 8x8 Academy!December 8, 2016 5:00 AM
8x8 Podcast: Talking Customer Experience & Contact Center Trends with Nancy Jamison, Frost & SullivanNovember 3, 2016 5:00 AM
8x8 Awarded 2016 Contact Center Technology AwardOctober 13, 2016 5:00 AM

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