Turnover among contact center agents today can be around 40% a year. It can be less than 10% if we make the work more interesting and pleasant. It’s a tough job, but with new technology like AI, their experience can be vastly improved too. The key to success in the contact center of the future is to engage and empower in ways that are enabled by technology but driven and supported by humans. It’s making it easy to access tools and training, do work, see performance, learn and build skills, compare to peers, optimize incentives, plan career development, and share learnings and Contact centers are facing plenty of challenges as customer needs evolve. From customer communication channels to the types of call center technology used to connect with customers, the ways in which new-age contact centers approach sales and service tasks need to be convenient and non-disruptive. Contact centers are undergoing a significant technology-enabled transformation. Traditionally, the contact center has been a back-office function focused primarily on operational performance and cost reduction. Today’s modern contact center has a broader, more strategic role; namely to provide stellar customer experiences, drive up customer loyalty and increase revenue.
The contact center industry is currently in a transition phase, where legacy systems will be refashioned by modern ones, and the once ‘low-level’ agent positions will be replaced by robust technology. It’s essential that your contact center is built for the future.
20 Mar 2019 Clearly, human agents still need to be front and centre in these conversations, and the right contact centre technology will ensure that. 31 May 2017 The Center in the Cloud. Technology is responsible for many of the changes in communication over the past few decades. Rapid advances have It's not meant to be a permanent job. Why stick around when there are better- paying jobs with far less abuse? Because it is, especially in Information Technology, More remote call center agents. Lower overhead, time zone flexibility, and flexible working hours have made remote contact center workers a stable trend for 2019. With constantly improving and unified cloud communications, remote workers have become a permanent (and beneficial) part of the contact center environment. The contact center industry is currently in a transition phase, where legacy systems will be refashioned by modern ones, and the once ‘low-level’ agent positions will be replaced by robust technology. It’s essential that your contact center is built for the future. For the last 50 years, if a customer had a question or issue for a brand, they most often call the contact center. A popular example comes from Continental Airlines who launched their automatic call distribution (ACD) technology in 1973. This ACD technology managed large numbers Contact centers are facing plenty of challenges as customer needs evolve. From customer communication channels to the types of call center technology used to connect with customers, the ways in which new-age contact centers approach sales and service tasks need to be convenient and non-disruptive.
30 Sep 2019 No longer a cost center, but the hub of exceptional CX and engagement, the contact center is the modern focal point for competitive differentiation
The rise of cloud technology is predicted to lead to an increase in remote call center agents. But this move is not a sign that businesses are shunning the contact center. The omnipresent eye of social media has put companies in the limelight—for good and bad, pushing customer service to the top of the priority list. Turnover among contact center agents today can be around 40% a year. It can be less than 10% if we make the work more interesting and pleasant. It’s a tough job, but with new technology like AI, their experience can be vastly improved too. The key to success in the contact center of the future is to engage and empower in ways that are enabled by technology but driven and supported by humans. It’s making it easy to access tools and training, do work, see performance, learn and build skills, compare to peers, optimize incentives, plan career development, and share learnings and Contact centers are facing plenty of challenges as customer needs evolve. From customer communication channels to the types of call center technology used to connect with customers, the ways in which new-age contact centers approach sales and service tasks need to be convenient and non-disruptive. Contact centers are undergoing a significant technology-enabled transformation. Traditionally, the contact center has been a back-office function focused primarily on operational performance and cost reduction. Today’s modern contact center has a broader, more strategic role; namely to provide stellar customer experiences, drive up customer loyalty and increase revenue.
27 Jan 2020 future-proofed their respective contact centers. In part 1 of this conversation, the group covers the challenges of looking for a new solution
31 May 2017 The Center in the Cloud. Technology is responsible for many of the changes in communication over the past few decades. Rapid advances have It's not meant to be a permanent job. Why stick around when there are better- paying jobs with far less abuse? Because it is, especially in Information Technology,
4 Sep 2018 In the future, will we still have call centers that take phone calls? Although the technology exists to chat or email a contact center quite easily,
The contact center industry is currently in a transition phase, where legacy systems will be refashioned by modern ones, and the once ‘low-level’ agent positions will be replaced by robust technology. It’s essential that your contact center is built for the future. For the last 50 years, if a customer had a question or issue for a brand, they most often call the contact center. A popular example comes from Continental Airlines who launched their automatic call distribution (ACD) technology in 1973. This ACD technology managed large numbers Contact centers are facing plenty of challenges as customer needs evolve. From customer communication channels to the types of call center technology used to connect with customers, the ways in which new-age contact centers approach sales and service tasks need to be convenient and non-disruptive. The rise of cloud technology is predicted to lead to an increase in remote call center agents. But this move is not a sign that businesses are shunning the contact center. The omnipresent eye of social media has put companies in the limelight—for good and bad, pushing customer service to the top of the priority list. Turnover among contact center agents today can be around 40% a year. It can be less than 10% if we make the work more interesting and pleasant. It’s a tough job, but with new technology like AI, their experience can be vastly improved too. The key to success in the contact center of the future is to engage and empower in ways that are enabled by technology but driven and supported by humans. It’s making it easy to access tools and training, do work, see performance, learn and build skills, compare to peers, optimize incentives, plan career development, and share learnings and Contact centers are facing plenty of challenges as customer needs evolve. From customer communication channels to the types of call center technology used to connect with customers, the ways in which new-age contact centers approach sales and service tasks need to be convenient and non-disruptive.