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Article : A Glimpse into 2022: How Can Contact Centres Plan Ahead?

#contactcenterworld, @Calabrio

Author: Dave Geverts, Product Evangelist, Calabrio

The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons.
Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead.

Hybrid working, The Great Resignation and Digital transformation are buzz terms that swarmed the contact centre industry in 2021. Yet, perhaps the word "buzz" does them a disservice. Each represents a significant trend that goes beyond the day-to-day operations of many organisations.

One thing is true - such a profound period of change has proven difficult to manage. Already facing conventional problems, including budget limitations, broken processes and IT restrictions, contact centre leaders experienced many difficult periods. Some operations entered crisis mode. Constant firefighting meant that knee-jerk decisions were commonplace and finding breathing space was challenging.

However, 2022 does not have to follow this pattern. By better understanding growing trends and how they may impact the future reality, contact centres can start improving their decision making and plan ahead.

So, as 2021 winds down, now is the ideal opportunity to take stock of a chaotic year and look forward to what the next 12 months may hold.

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Lessons learned in 2021

The biggest takeaways from 2021 are:

  1. Attrition is only getting worse – attrition has always been a significant contact centre conundrum. Yet, the problem seems to be snowballing, as automation complicates the agent role and the open job market presents many new opportunities. On top of this a recent Calabrio research found that one in three advisors will consider leaving their post within the next year, making 2021 seem like only the beginning of an attrition crisis. In this reality, improving agent work-life balance, reducing contact complexity and managing occupancy rates are crucial initiatives to safeguard retention rates.

  2. Hybrid strategies require constant refinement – setting and forgetting hybrid strategies is proving to be a grave mistake, contributing considerably to "The Great Resignation", which is plaguing contact centres. After experiencing the flexibility of full-time homeworking the hassle of returning to the office, if only for two or three days a week, has proven to irritate many. Such a trend highlights the significance of consulting agents when building and reviewing hybrid plans. Combining this feedback with workforce engagement management (WEM) software will enable contact centres to enhance the employee experience.

  3. The demand for digital intensifies – as eCommerce grows, understanding and improving digital-first experiences is now a crucial skill for contact centre leaders. Of course, bolstering the digital proposition is time-consuming and expensive. Nevertheless, digital transformation is a matter of the fast versus the slow. If businesses fail to act now, they risk losing business to brands that provide an omnichannel service. Contact centres must build business cases with this in mind.

 

What’s in store for 2022?
The next 12 months will present a series of new curveballs. Contact centres must consider these, in tandem with the lessons above, when planning. The following predictions will enable leaders to stay ahead of the curve.

  1. Leaders grapple with complacency – often, stakeholders judge the health of a company through revenue statistics and a north-star metric. Typically, this is a net promoter score (NPS). When these measures stay stable, there seems little need to invest. Very real problems, concealed within metric scores, are then overlooked. Yet, to meet growing customer expectations further investment is critical. Many leaders will, therefore, challenge the status quo. Instead of presenting stakeholders with metrics alone, they will isolate fundamental issues to show how they impact customer experiences and create relevant cost analysis models. Such models demonstrate the value of further investment. To keep pace with competitors in 2022 it will be wise to educate stakeholders through a similar process to secure more resources and overcome complacency.

  2. Anticipation becomes an art form – thanks to a new digital-first consumer mindset engaging in conversations with companies is less appealing than ever. Therefore, contact centres must do more than sit back and wait for calls. Assessing customer journey maps to identify where common queries arise enables a more proactive strategy. Even better, this process can remove contacts through mapping new, improved journeys, self-service and automation. Doing so simplifies customer experiences and cuts customer contact. For these reasons anticipating customer needs will move higher up the agenda for many contact centre leaders. Yet, expect many to go even further, turning to speech analytics to build predictive models. These predict how customer outcomes impact customer experience (CX), enabling organisations to be more proactive and continuously bolster performance.

  3. Contact centres to connect the enterprise – in many cases, customer experience strategies and journey maps are the product of third-party agencies. While the outcome may seem immaculate, there is often a failure in making these strategies operationally useful to each department. There exists a disconnect that disrupts the progress of CX. In response to this, many department heads now have "customer experience" related job titles. These aim to connect leaders with overarching CX objectives. Such a trend has particularly impacted contact centre leaders. Why? Because contact centres are the cornerstone of CX. From connecting siloed data to channelling feedback, they hold the insights to create a unified view of customer experience. Business intelligence (BI) platforms enable this and are therefore likely to grow in popularity as leaders come to terms with the responsibilities of their new job titles. With this unified view of customer experience, contact centres will become CX hubs, highlighting opportunities to improve customer journeys across the business.

#contactcenterworld, @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 - Suggestion Box

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

Published: Friday, December 24, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

7.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

8.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

9.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 

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