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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.


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Content continues ….

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 LogoCalabrio, 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.
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Today's Tip of the Day - Research Before You Buy

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

Published: Wednesday, January 12, 2022

Printer Friendly Version Printer friendly version

2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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