Ross Daniels at Calabrio argues the case for ‘less is more’. Read on to discover three ways to resolve, rather than increase, complexity in contact centres.
Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. The shift to the cloud has also been happening over time and accelerated significantly in early 2020. Calabrio’s own research found that 90% of contact centres said they were aggressively investing in new channels, automation and analytics tools — while 68% of cloud migrations happened in 2020.
Cloud-smart contact centres are leading the way
Just one year on and cloud-smart contact centres are rapidly reaping the rewards of new technology. For example, fully cloud-based contact centres are nearly twice as likely to have adopted social channels, chatbots and business intelligence (BI) platforms. They also claim their cloud solutions enable more strategic, smarter business decisions, while 70% say they are enhancing the use of analytics. This was reflected in our second blog in this series – ‘3 Ways to win the technology tug-of-war’- where we explored how analytics can help contact centres to uncover bottlenecks in agent and customer satisfaction while serving to underpin more effective team scheduling and forecasting.
On the other hand, contact centres that have yet to discover the merits of a cloud-first strategy are being left behind, with two in three on-premise contact centres feeling limited by their current solutions.
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When less is definitely more
Contact centre leaders tend to use technology to overcome service issues and enable forward-thinking CX strategies. Technology is used to connect data silos and bridge knowledge gaps to deliver faster yet more personalised and predictive service experiences. However, given that the rapid implementation of technology can be the root cause of many problems, does adding yet more systems create further complexity?
3 smart ways to resolve complexity
The key to success lies in seeking out technologies that resolve, rather than increase complexity. Aim for solutions that are:
About Ross Daniels:
Ross Daniels is Chief Marketing Officer at Calabrio.
The 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.
Published: Wednesday, February 2, 2022
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