As customer experience moves to the forefront of almost
every organisation’s strategic view, the first point of contact for consumers
is undergoing a complete transformation. As contact centres evolve to meet the
needs of the tech savvy ‘Generation Now’, these are some of the trends set to
change the way they operate.
1. Chat bots and AI replacing human
contact
The rise of intelligent bots will
mean faster answers to customer queries as they have the capacity to search its
database for information and possible resolutions. Should the bot be unable to
resolve the query it would be forwarded to a human agent.
2. Voice recognition and call
routing
Artificial intelligence is also
expected to transform the call routing process. The days of the classic dial
tone will soon be replaced by voice recognition. These machines pick up on
words or phrases in spoken language and convert them into a machine
readable format. By stating their query, customers can be transferred to
the appropriate department or agent.
3. A remote and agile workforce
Allowing contact centre agents to
work from the comfort of their home see substantial benefits in return, such as
the ability to retain high performing staff and a lower turnover. A work from
home scheme can be implemented to address staffing issues, as Medibank
did in 2015. The centre sometimes would only require a few agents to be
present but were still required to have management whilst staff were there.
Equipping a few staff to work from home resolved the issue.
4. IOT and contact centres
The rise of Google Home and
Amazon’s Alexa heralds a new age of IOT and complete connectivity in which such
devices can monitor and store information about themselves and their user.
Imagine a world in which your home support device can troubleshoot themselves
and perform the necessary updates before you’re home from work.
5. Real time data
Artificial intelligence, voice
recognition and IOT are joined by a central theme: they are both driven by and
produce consumer data. With such tools in place contact centres will be able to
access real time information relevant not only to their customers but also to
decision makers and the company strategy.
Still interested? Stay tuned for information on the upcoming 2nd Contact Centre Summit by following us on Facebook @ Akolade Aust
Written by: Claire Dowler
Claire is the manager of Akolade’s government and digital portfolio. She’s passionate about emerging digital trends, particularly in the public sector. In her spare time she enjoys picking up heavy things and putting them back down again and animals are her favourite kind of people.
Follow me on LinkedIn for information regarding future Akolade events as well as future blogs posts @
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