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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?

Iain Banks
Regional Vice President, International Markets
TTEC
United Kingdom

"Organisations today are expected to meet customers’ needs and expectations at every interaction, in return for customer loyalty. The single biggest challenge we are facing is the ability to deliver on this promise as it is dependent to the extent to which ‘Customer-Centricity’ is embedded within every single person in your organisation."
About TTEC

TTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digita... (read more)
 
Crescens Agyeman Badu
President
Projects Afrique
Ghana

"Confidentiality and technological changes"

 
Adam Taylor
Managing Director
VeriCall
United Kingdom

"GDPR implementation"
About VeriCall

VeriCall Ltd is an outsource contact centre specialising in subscription sales and customer management. With 10 years experience managing Pay-TV contact centre solutions including event based solution... (read more)
 
Vipin Jethi
CEO
Agami Tech
India

"The major challenges that the Contact Center providers are facing and will continue to struggle within the times to come are:

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."
About Agami Tech

Agami-Tech is an emerging provider offering innovative and business responsive solutions in the Customer Interaction and Unified Communication space. With more than 60 years of collective management t... (read more)
 

Today's Tip of the Day - Incentives

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

Published: Tuesday, May 7, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
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.

3.) 
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.
PH: 425-649-1246

4.) 
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.

5.) 
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.
PH: 18442077999

6.) 
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.
PH: 1-888-827-3918

7.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 

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