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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 - Support Your Staff

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

Published: Wednesday, January 12, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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