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The dawn of a New Contact Centre - Synthetix - ContactCenterWorld.com Blog

The dawn of a New Contact Centre

Managing a large group of loud personalities, having to forecast and plan resources tightly against projected inbound contact, meeting big targets and running countless meetings, if this sounds like your typical day, you must be in the profession of overseeing a contact centre. Finding time to think about and plan what needs to be done to develop or improve performance is a tough task when most Managers spend their time battling to keep agents and customers happy. To further complicate matters, any big changes need to be run past upper management, which according to a recent report, still perceives the contact centre as a ‘cost centre’.

And with headlines stating that AI will be ‘the death of the contact centre’, it’s understandable that Contact Centre Managers might feel like the world is against them. However, it’s the dawn of a New Contact Centre. Businesses can no longer afford to rely on archaic siloed channels for customer support and experience. The time has come for businesses to fill their customer support armoury with new strategies and AI tech to win the war on remaining relevant and profitable.

As consumers grow more and more comfortable with messaging, AI applications offer the contact centre some dramatic benefits that stretches way beyond ‘Botman versus SuperAgent’. For those businesses looking to invest in AI, there is light in this confusing artificially intelligent world of darkness. There already exists reasonably priced and ‘modest’ AI-powered solutions that can translate into cost savings, increased productivity and improved customer experience with minimal demands on IT resources.

But for AI to introduce new value and break fresh ground, strategists must take an innovative approach to CX and consider its impact beyond its novelty. As a ‘Customer Experience General’ looking to outwit the enemy, the following quick reads provide some valuable insight to taking small steps to prepare for the ever-changing customer experience landscape and how it can deliver ‘super-powered’ results in the contact centre.

The small step towards AI that can deliver quick-win business results

Multi-channel Online Customer Service for Dummies

Virtual Agents for Dummies

Source: http://synthetix.com/blog/EN/posts/Whycontactcentresaredeclaringwaragainstbots.html

Publish Date: August 21, 2018

2023 Buyers Guide
Get Listed
Help Desk Software

1.)

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.)

Happitu

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!

3.)

Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.)

LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.)

Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.)

OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.)

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

View more from Synthetix

Recent Blog Posts:

Contact centres winning the battle of CX	September 4, 2018
Waiting staff ‘lovin’ their new AI-powered chatbot.	September 3, 2018
Repurpose digital assets to deliver relevant answers.	August 31, 2018
The dawn of a New Contact Centre	August 21, 2018
Virtual Agent pioneers celebrate 17 years of AI-driven solutions	May 14, 2018
Digital customer service channels to blame for poor CX?	April 16, 2018
Floods of customer complaints	March 5, 2018
Snow day should not equal icy customer support	March 2, 2018
Synthetix self-service and knowledge software offer to U.S. utilities	January 10, 2018