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Industry Research : Observe.AI Research Predicts Bright Future for the Post-Pandemic Contact Center

#contactcenterworld, @observeai

While 2020 forced many rapid cultural, physical, and technological changes within contact centers, a new report released by Observe.AI finds that many contact center leaders feel resilient and optimistic about the future. The report, titled, "Post-Pandemic Contact Center Report: Understanding the New World of Work," shows that nearly 64% of leaders see their contact center as a revenue driver, and 85% are optimistic that they will be in the future. With this focus on revenue generation, nearly three quarters (72%) are hiring more this year, while the industry as a whole commits to building resilience by investing in new technologies and processes that place an emphasis on prioritizing and improving agents’ work experiences.

"Rapid transitions, especially on a global scale, raise crucial questions and we wanted to understand: how will contact center leaders keep their agents—their foremost brand representatives and growth drivers—coached, engaged, and motivated to deliver exceptional experiences," said Swapnil Jain, CEO, Observe.AI. "What we found is a renewed commitment to humanizing the contact center, particularly the agent experience. Leaders who invested heavily in Contact Center AI and workforce engagement experienced tremendous success. Now, looking forward post-pandemic, we see more adoption of hybrid work use cases around collaboration, coaching, measuring performance, and keeping teams connected."

Observe.AI commissioned Zogby Analytics to conduct an online survey of 251 U.S. contact center business decision-makers across multiple industries including Finance, Retail, Insurance, Collections, Travel and Hospitality, and Healthcare. The size of contact centers represented ranged from 75 to more than 250 people.

Top findings from the report include:

- The Future Of Work Looks Different, But Not As Different As You Might Expect. As of early 2021, 63% of contact centers operate on a hybrid model, while less than one-third (29%) remain fully remote. Once vaccines are widely available, this number of fully remote contact centers will drop to 7% with the vast majority continuing on with a hybrid model. This decline in fully remote workers could be attributed to concerns around security—75% of contact center leaders are still somewhat to very wary of their ability to protect customer data while teams work remotely.

- AI Continues To Rise, But Challenges With Technology Remain. Nearly three quarters (71%) of contact centers already use artificial intelligence (AI) for a variety of applications and are experiencing benefits—more than 90% agree that AI has enhanced their ability to collaborate, 85% say it has created more transparency, and 77% stated it has helped bring down their overall costs. That said, contact centers are not always using it to its full potential. Missing key functionality, such as accurate natural language processing (42%), and requiring too much manual work, such as compiling reports (41%), are considered to be the biggest challenges with existing contact center technologies.

- Agent Experience Is A Key Area of Focus For Enterprises. Nearly half (49%) of surveyed business decision-makers believe that agent experience has a "strong" impact on KPIs and an additional 44% believe that it has at least "somewhat" of an impact. Contact centers are making changes to improve the agent experience. This includes keeping agents more engaged through regular conversations (58%), providing more personalized coaching and support (57%), and automating workflows to improve agent productivity and time management (54%).
Contact Center Leaders Feel Confident About The Future. 64% of leaders see their contact centers as revenue drivers, and 85% are optimistic that they will be a revenue driver in the future. Nearly nine out of 10 survey respondents say they felt at least somewhat resilient by the end of 2020, and are setting their sights on growth.

- Businesses Are Humanizing The Contact Center: Rather than focusing on automation through Interactive Voice Response (IVR) and chatbots, the majority of contact centers (72%) are hiring, looking to fill roles like agents and quality assurance specialists.

- In 2020, Support Needs Grew Across Every Channel, As Did The Pressure On Agents. More than 80% of contact centers experienced at least "somewhat" of an increase in support requests across multiple channels, most notably phone (78%), email (65%), and website (56%). This increase put pressure on agents, with two-thirds (75%) of leaders noting their agents experienced anxiety throughout 2020. The pandemic also impacted the customer experience with only 34% of leaders feeling that customer satisfaction rates exceeded expectations.

- Technology Will Continue To Make Contact Centers More Adaptable, Particularly In Areas Like Contact Center AI And Agent Engagement. Contact centers are using analytics technology to measure the effectiveness of their quality assurance operations (68%), customer experience (59%), agent performance (55%), and compliance (53%). In addition, as they look to add new technologies, many are considering agent analytics (35%), self-service (32%), speech analytics (31%), and natural language processing (31%).

- Businesses Are Committed to Improving the Agent Experience. Contact centers are adopting workforce engagement, workforce optimization tools, and quality assurance (QA) automation. Currently, 57% of respondents automate their quality assurance technology partially and 36% automate it fully. Looking at 2021, 61% plans to keep it partially automated and partially manual. Beyond QA automation, many respondents also plan to prioritize agent experience (54%), focus on agent coaching (50%), and improve planning and budgeting (31%).

#contactcenterworld, @observeai

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Observe.AI:
Company LogoObserve.AI empowers support representatives in call centers worldwide to become Super Agents and provide exceptional, more human customer service experiences. Founded in 2017, Observe.AI is headquartered in Santa Clara, California with an office in Bangalore, India, and is funded by Nexus Venture Partners, Emergent Ventures and Y Combinator.
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Today's Tip of the Day - Consider The Options

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

Published: Monday, June 14, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Recording

 
1.) 
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.


2.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

8.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

9.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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