Technology Is Important, but People Still Have a Place - Wilmac Company - ContactCenterWorld.com Blog
More and more these days we read and hear about the need for customization. “One size fits all” no longer truly fits all. This is true in marketing, sales, and the customer experience. Studies show that Millennials (born early 1980s to early 2000s) especially look for individually customized experiences and products.
In a world where Millennials make up more than one-quarter of the total population, can your Contact Center afford to continue with its rote script, one-size-fits-all approach? Are your customers leaving their interactions with your agents truly satisfied? Or would they prefer a more individualized approach?
The greatest asset your Contact Center has are its agents, and with the right guidance and coaching, your agents have the ability to provide the personalized experience your customers want.
To that extent, it is important to remember that while technology is important, even the latest piece of technology is just a machine without the support of engaged, caring agents. With that in mind, your agents are not able to be their best if they don’t have the tools they need to succeed.
Finding the balance of technology and people can be difficult, especially when your end goal is customer satisfaction.
Tools and programs such as Workforce Management, Workforce Optimization, and Quality Monitoring can help your agents to be their best, while other solutions, such as Real-Time Process Optimization, Real-Time Authentication and Fraud, and Speech Analytics, can help make the Contact Center environment run as efficiently as possible, so those same agents can do their best.
To quote Bill Gates, “If you give people tools, [and they use] their natural ability and their curiosity, they will develop things in ways that will surprise you very much beyond what you might have expected.”
Publish Date: June 2, 2016 5:00 AM
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