The Coronavirus has led to changes in the ways in which companies are doing business, and has also impacted customer behavior. Many of the changes will last beyond the pandemic, so contact centers need to be prepared to adapt. Also, with businesses experiencing increased competition, it is becoming more important for them to stand out with exceptional customer service. One of the key ways that companies can do this is by using contact centers that plan and implement effective IT plans. In this article, we cover five IT strategies that help ensure success.
The Role of AI
As AI usage is rising, there are those who may be worried that it will replace contact center agents. But live contact center support from agents remains essential in providing a great customer service experience. However, implementing IT strategies to supplement the human element helps contact centers to maintain efficiency. Some of the technologies used include chat bots and automated responses to basic questions over the phone, such as checking account balances.
Increased Use of Cloud-Based Technology
The implementation of cloud-based solutions in customer service has emerged as an efficient and more flexible solution than physical hardware. During the Coronavirus pandemic, those who were using could-based technology were able to more quickly shift to remote work.
In his article about changes in the contact center industry, Nicolas De Kouchkovsky notes that:
“Talkdesk made headlines recently by announcing a project to move a 10,000-seat contact center to the cloud. In most of my interactions, I hear a desire to accelerate the migration to the cloud. Cloud contact center solutions are also getting adopted by non-traditional contact center departments to handle their communication needs. Examples include unemployment agencies and banks needing to re-engage with their customers in a branch-less world.”
Some of the benefits of using cloud-based technology include:
● The ability to quickly scale.
● Constant updates to technology.
● Less downtime of systems.
● Better security.
These benefits positively impact how customers are served.
The Shift to Remote Work
In addition to increasing the use of cloud-based technology for contact centers, the pandemic has also increased remote work, with agents now working more from home on their laptops with secured connections. This has resulted in reduced in-person monitoring and more autonomy for agents to handle situations. It also opens up more access to skilled agents who work in various time zones. As a result of these changes, the use of online technologies for communication has dramatically increased.
Improving the Customer Journey
Because customers increasingly have more choices about what companies to buy products and services from, providing an excellent customer journey can be the main differentiating factor that leads a customer to choose one company over another. Creating a great customer journey includes providing a seamless omi-channel experience. Keeping contact center technologies updated is essential for being able to provide high-level services in this area.
Optimizing Channels for Changes in the Market
Optimizing the omni-channel experience is one of the ways to rebound and finish 2020 on top. Included in this is the use of effective strategies for the management of calls. For instance, as Kouchkovsky points out, traffic increases for calls can be examined with the help of speech analytics “which (thanks to AI) can transcribe and analyze calls and uncover their intent. This provides the foundation for proactive notifications to either prevent inquiries or redirect them to self-service or digital channels.”
Kouchkovsky also notes the benefits of text SMS channels:
“It’s a great notification channel. Most people are using mobile phones, so it’s easy to respond to a call with an SMS message. Once an interaction is in the SMS channel, triage can take place using bots, or conversations can be pivoted to another digital channel. It has become a key enabler for cross channel conversations.”
As we experience changes in the contact center environment, consider what IT strategies you can implement to increase efficiency, customer satisfaction, as well as business success.
CH Consulting Group provides unparalleled expertise in the Contact Center and Customer Experience (CX) verticals. We have a nationwide team of industry veterans that can assist you to achieve exponential growth, manage change, and generate profit. For a comprehensive CX assessment and strategic plan customized for your unique business needs, connect with us here today.
