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3 Tech Investment Trends in Contact Centres - Netcall - Blog

3 Tech Investment Trends in Contact Centres

The day-to-day running of your contact centre can take the lion’s share of your time. So how do you ensure that you’re matching daily operations with the strategic aims of your business? And how do you work out your priorities?

Luckily, ContactBabel has done some of the hard work for you! They are the leading analyst firm for the contact centre industry in the UK. So to use their own words, if you have a question on how the industry works, or where it's heading, the chances are they have the answer.

We’ve worked with the team for several years. One of the latest projects being the ‘Strategic Directions’ chapter of its 2016 UK Decision-Makers’ Guide.

Around 200 contact centres took part in this research. We’ve outlined the top three technology investment trends below.

  • 47% CRM or agent desktop
  • 39% Making omnichannel work
  • 29% Back office integration

Here’s our take on each of the three priorities. Do you agree?
Tell us what you think on the form at the end of this blog.

1. CRM or agent desktop

Over half of contact centre leaders want contact with customers and agents to be easy. But research shows that agents waste 30% of their time struggling to manage multiple screens and processes.

Our advice? Create 360° customer view for the agent.

Agents with a holistic view of the customer solve more queries. They can see a full customer history and access relevant information within one screen. This means lower average handling time with greater first contact resolution. Read how The Warranty Group achieves this.

8 out of 10 contact centres do not have end-to-end visibility.
A Netcall survey cites 58% of customers saying that having to repeat information is their biggest irritation and 44% saying “each time I speak to a company, they don’t really know who I am” (2014 Netcall study).

2. Making omnichannel work

Research shows that it disappoints customers when they have to repeat information. Companies that don’t have full customer history are also a source of frustration for today’s customers.

Tackle this by fixing broken journeys.

Having an omnichannel contact centre means integrating processes. But consider that change doesn’t have to be a ‘big bang’. It’s often possible to find a way to integrate legacy systems with new solutions. One step at a time. Data shows that good customer experience and journeys improve revenue potential and results because:

Happy customers come back
Happy staff don’t leave

3. Back office integration

This features in third place with 44% of respondents highlighting as a priority investment area. There’s an increase in interest to join up front and back office systems. With the end-to-end customer journey in mind.

Break down silos join up legacy systems.

The changing role of the agent means that they work more with specialist back office functions to support customers. Find ways to help the whole team focus on the customer experience. For example, use SIP to deliver voice and chat. This will join the front and back office. Ensure that contact transfers between staff include the full customer history. This will drive down costs, improve morale and teamwork.

Share your views

If you are a strategic decision maker for your contact centre, feel free to share your views! Are you looking to invest in these areas in the next 2 years? Or are there other priorities for your contact centre and your business?

Join the conversation and complete the form below:

Want to read more?


Our ‘Strategic Directions’ chapter features within ContactBabel’s 2016 Decision-Maker’s Guide. It covers issues that contact centres face. Learn more by reading the full chapters at  


Publish Date: December 15, 2016 5:00 AM

2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.

View more from Netcall

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Three stages to achieve end-to-end customer experienceDecember 22, 2016 5:00 AM
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