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.
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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:
About Ross Daniels:
Ross Daniels is Chief Marketing Officer at Calabrio.
Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
Published: Wednesday, January 12, 2022
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