Contact Center Technology and Areas Where You Can Improve
Remember when a contact center’s only task was to field calls about orders and product availability? It used to be that long wait times, rudimentary technology and dropped calls were the norm. Consumers today expect more from brands, and without the best telecommunications technology and business software, companies will not be able to offer the type of service they demand.
Some might wonder if artificial intelligence could provide the competitive edge they need. While artificial intelligence in many forms might be improving various business processes today, you can’t expect it to fully take the place of humans. That being said, highly trained people in charge of improving relationships with customers often rely heavily on technology to keep the call logs running smoothly.
The Future of the Contact Center
In some ways, the future of contact center technology will look much the same as it always has, because pairing customers with the right agent has always been one of the best features of contact center technology. Increasingly, call routing intelligence is being paired with additional emerging technology to provide new insights for managers and improve overall service.
When the goal is to deliver a positive customer experience, few technologies are more proficient at providing smoother transactions than call routing technology, but to truly drive value, users must leverage their CRM data through integrated solutions. Intelligent routing is the result.
Rise of the Virtual Agent?
Bots have already taken on a great deal of work, particularly the more mundane tasks and responding to routine customer questions. Will the improvements in AI ever lead to a virtual agent providing seamless communication to customers? It may be hard to visualize a time when the skills of highly-trained, live agents could be entirely replaced, but all high-functioning contact centers are focused on bringing multi-channel communication opportunities to the forefront for their customers who demand fast service through their preferred method.
What technologies can you implement to enhance your contact center? It may be difficult to determine which new solutions will work for you and integrate them with legacy tech.
The right guide can help. Our goal at One Connect is to help clients make strategic decisions around technology that positively impact their bottom line. After years of offering top-notch services to clients in many industries, we continue to assist our clients as the technology evolves. Contact us and let’s discuss our approach to assisting your organization.