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Article : The Smart Approach to Resolving Complexity in Contact Centres

#contactcenterworld, @Calabrio

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:

  1. Easy - gone are the days of painful, not to mention expensive, rip-and-replace solutions, slow learning curves and long return on investment (ROI) paths. Modern contact centre technology platforms are purpose-built to be easy to implement, learn and use. Seek out solutions that offer pre-built integrations with all your existing core systems and technologies.The best vendors provide robust support and guidance throughout the implementation phase and beyond. This includes essential staff training, whether in-person or online, to accommodate today’s increasingly hybrid workplace. Meanwhile, the technology itself must be intuitive to use. It should have the tools and functionality that make it easy for all users including agents, managers and business leaders - to quickly see the information they need to take meaningful action.

  2. Personalised – modern technology is built from the ground up with the customer’s needs and journey in mind. This includes features such as AI-enhanced, highly automated workflows and capabilities that are designed to drive operational efficiency while enhancing and accelerating the customer experience. At the same time, they provide functionality to engage agents and improve their experience too.

  3. Smart - expect modern contact centre technology to come with truly embedded analytics capabilities – not just bolt-on tools. They should deliver customer-centric data insights seamlessly within workflows, enabling decision-making and allowing agents to add the essential human element to digital interactions that customers crave.Leading technology platforms are built to be omnichannel both from the customer and internal enterprise perspective. Remember to invest in solutions that are capable of extracting any data stream from anywhere within the organisation. Use business intelligence (BI) to drive decisions well beyond the confines of the contact centre. The smartest solutions pull together powerful customer and BI data into reporting tools that bring information to life through highly visual, intuitive outputs. This makes data more meaningful for all users whatever their role or contribution to the overall business.

#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 - Speech Opportunities - What To Look For?

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

Published: Wednesday, February 2, 2022

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2023 Buyers Guide Automated Call Distributors

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.


Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
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