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Article : 3 Ways to Win the Technology Tug-of-War

#contactcenterworld, @Calabrio

Author: Ross Daniels, Chief Marketing Officer, Calabrio

In my last blog, I revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre. These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX. In this blog, I throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions.

The technology tug-of-war

Just as customer expectations reflect a stark contrast of needs and wants, there are conflicting views about how technology supports agents in the contact centre. While 45% of agents say they have the right technology and just 9% say technology is holding them back, 40% of agents claim ‘lack of tools’ is the most common reason they are unable to solve a customer’s problem, mainly because the right customer data is not available to them to provide a fast and personalised response. It’s a tug-of-war between what works and what doesn’t and what agents think they need versus what they actually have.

Same objectives, same challenges

Interestingly, although omnichannel speed and in-depth human connections may at first appear to be polar opposites, they share 3 top challenges - channels are not unified, there is insufficient or unsuccessful use of automation and Artificial Intelligence (AI) and systems don’t collect enough data about customer and agent behaviou,r including sentiment scores.

3 ways to win the technology tug-of-war

Contact centres can adopt technology strategies to help humanise their digital-first customer interactions. Here is our 3-point checklist:

  1. Break down data silos – the reality is most contact centres still have heavily siloed systems and customer data. Nearly half of all contact centres say their biggest technology challenge is that channels are not unified, leaving them with sub-par customer visibility. In addition, companies identify a disconnect between the IT and contact centre teams as their biggest technology pain point.

    Therefore, seek out technology platforms that allow agents to see and track their customers across all channels and touchpoints. This 360° visibility delivers the connectivity that defines a true omnichannel experience. It empowers agents with the context and background to deliver service that empathises with a customer’s experience and anticipates their future needs.

  2. Accelerate the use of intelligent automation – many customers enjoy the speedy benefits of self-service tools such as chatbots and most contact centres have deployed some form of automation of this type. In addition, using intelligent automation effectively empowers agents with more time and emotional energy to dedicate to the most complex and demanding customer interactions. However, more investment in self-service and AI is still required by customer service teams.

  3. Put analytics into action - organisations know that analytics tools have tremendous potential and yet, many are not leveraging their full capabilities. For example, earlier this year, 2 in 5 contact centres said they could not use analytics to see customer issues or predict customer behaviour. Meanwhile, 1 in 3 contact centres said they’re not yet doing any voice-of-the-customer (VOC) analytics.

    The most successful contact centres are using analytics in meaningful ways. This includes identifying in real-time where bottlenecks and friction points are hindering CX or utilising valuable customer insights to deliver a better, smarter, more predictive service. Meanwhile, they are turning to analytics-fuelled forecasting and dynamic scheduling tools to anticipate volume more accurately and rapidly adjust their operations in real time - putting the right agents, with the right skills, in the right place, at the right time.

#contactcenterworld, @Calabrio


About Ross Daniels:
Ross Daniels is Chief Marketing Officer at Calabrio.

About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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Today's Tip of the Day - Disability Laws

Read today's tip or listen to it on podcast.

Published: Wednesday, January 12, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Dialer Solutions

 
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Premium Listing
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.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

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Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

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PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

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PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
 

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