Executive Interview : Challenges in the Contact Center Industry - Part 1
In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
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Addressing the much more demanding and digitally connected customer with their Legacy Contact Center Technology: In India Contact Centers have been around for more than two decades now and so is the technology which has already undergone many cycles of upgrades. These Legacy systems will prevent BPO’s and Captive Contact Centers from utilizing the digital technology they need to grow.
Agent Retention: This is one of the biggest challenges that the industry is facing. Hiring quality agents and retaining them. Losing skilled Agents will have a negative impact on Customer Satisfaction and having to recruit and train fresh agents resulting in excessive costs.
Rising Customer Expectations: Customers expectations have increased in terms of response time and overall service levels. The technology should help customers rapidly and seamlessly communicate. Moreover, the onus will be on agents to handle and resolve the customer queries empathetically and in a timely manner. Any glitches in handling the customer issues might hit the social media channels within minutes tarnishing the brand and impacting the business.
Reporting and Analytics: The massive amount of customer data flowing through the Contact Center must be analyzed and reported giving necessary customer insights to the business. The Business will need a single version of the truth and not reporting data siloed w.r.t channel or application being used."
- Vipin Jethi, CEO, Agami Tech, India
- Iain Banks, Regional Vice President, International Markets, TTEC, United Kingdom
Today's Tip of the Day - Personalization
Published: Tuesday, May 7, 2019
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