3 ways to win the tug-of-war over contact center technology – In the digital age, how do organizations show their customers that they care? Ross Daniels of Calabrio has a simple yet effective checklist for humanizing the customer experience using the latest technological innovations.
In our previous article, we revealed how customers crave speed, convenience, and emotional empathy when interacting with their favorite brands – a paradox that threatens the status quo of today’s contact center. These double-edged customer expectations also present a unique opportunity to empower agents and improve CX. In this blog, we shine a light on technology and how to use it effectively, adding a human touch to digital interactions.
The showdown of technology
Just as customer expectations reflect a stark contrast of needs and wants, there are conflicting views on how technology supports agents in the contact center. While 45% of agents say they have the right technology and only 9% say technology is holding them back, 40% of agents say “lack of tools” is the most common reason they are unable to solve the problem. a customer’s problem, mainly because the correct customer data is not available to them to provide a quick and personalized response. It’s a standoff between what works and what doesn’t and what agents think they need versus what they actually have.
Same goals, same challenges
IInterestingly, although omnichannel speed and deep human connections may at first glance seem like polar opposites, they share 3 main challenges: channels are not unified, using automation and artificial intelligence ( IA) is insufficient or unsuccessful and systems do not. collect sufficient data on customer and agent behavior, including sentiment scores.
3 ways to win the tech showdown
Contact centers can adopt technology strategies to help humanize their digital-foremost customer interactions. Here is our 3-point checklist:
1. Break down data silos
The reality is that most contact centers still have highly siled systems and customer data. Almost half of all contact centers say their biggest tech challenge is that the channels aren’t unified, leaving them with below-average customer visibility. Additionally, companies identify a disconnect between IT and contact center teams as their the biggest technological problem.
Therefore, look for technology platforms that allow agents to see and follow their customers across all channels and touchpoints. This 360 ° visibility provides the connectivity that defines a true omnichannel experience. It gives agents the context and background necessary to deliver a service that matches a client’s experience and anticipates their future needs.
2. Speed up the use of intelligent automation
Many customers are enjoying the rapid benefits of self-service tools like chatbots, and most contact centers have deployed some form of automation like this. Additionally, the use of intelligent automation allows agents more time and emotional energy to focus on the most complex and demanding interactions with customers. However, customer service teams still need more investments in self-service and AI.
3. Put analytics into action
Organizations know that analytics tools have enormous potential and yet many do not fully exploit their capabilities. For example, earlier this year, 2 in 5 contact centers said they couldn’t use analytics to see customer issues or predict customer behavior.[iv] Meanwhile, 1 in 3 contact centers said they were not yet doing voice of the customer analysis (VOC).[v]
The most successful contact centers use analytics in significant ways. This includes real-time identification of bottlenecks and sticking points that hinder CX or using valuable customer information to deliver better, smarter, and more predictive service. Meanwhile, they are turning to analytics-powered forecasting and dynamic planning tools to anticipate volume more accurately and quickly adjust their operations in real time – putting the right agents, with the right skills, on the line. right place at the right time.
Learn from the winners
The theory is great, but nothing beats following the example of real successes. Take the American roadside assistance company AAA Northeast. Using voice analysis, the organization identified the types of calls, which revealed inconsistencies in interactions with members who called for help when stranded on the freeway. Meanwhile, desktop scans showed officers were not using the Global Positioning System (GPS) tracking tool as often as they should, instead relying on members’ questions to determine their position. site. This analytical intelligence guided the organization to accelerate the training of agents on the GPS toolbox. As a result, AAA Northeast contact center leaders were able to increase awareness and clarity about security procedures, reduce Average Through Time (AHT), and improve the customer experience.
Ross Daniels is Director of Marketing at Calabria
Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. Through AI-powered analytics, Calabrio uncovers customer behavior and feelings and derives compelling information from the contact center. Organizations choose Calabrio for its ability to understand customer needs and the overall experience it offers, from implementation to ongoing support.
For more information on Calabria see their company profile