CONTACT CENTRES
What’s hot and What’s not?
UC Advanced caught up with three experts in the Contact Centre arena, Laura Ball , CX AI Lead at Zoom; Myles Leach, UK Managing Director at NFON UK and Martin Taylor, Co-Founder and Deputy CEO at Content Guru and asked them what are the current trends in contact centres, the business problems they’re solving, the common adoption barriers, and the potential improvements that could be made to the current Contact Centres in the market?
Current contact centre trends Laura Ball, Zoom’s CX AI Lead responded, “Current trends in the contact center space emphasise artificial intelligence (AI) integration, the ongoing shift to cloud-based solutions and omnichannel communication. A recent survey from Zoom found that more than half of business leaders (71%) and 51% of employees spend time each week completing time-consuming tasks, including providing status updates to colleagues and customers. The solution? Leveraging AI-driven tools like smart assistants and chatbots to save time and enhance customer service. Additionally, there is a growing emphasis on predictive analytics and real-time insights to personalise the customer experience, ensuring that interactions are tailored and efficient. The same survey found that 75% of leaders whose teams use AI collaborate better and make better decisions. Businesses are also focused on reducing the strain on IT departments by adopting cloud-based solutions that are easy to deploy and manage. The need to support remote and hybrid work environments has accelerated the adoption of cloud contact centres that enable teams to
work from anywhere while maintaining high service standards. An omnichannel offering is becoming the standard for many customer- focused businesses, allowing consumers to connect with agents through their preferred methods – whether that’s voice, chat, SMS or video. These trends are empowering businesses to provide faster and more efficient customer support while meeting the evolving needs of tech-savvy consumers.” Martin Taylor, Content Guru’s Deputy CEO replied, “We are continuing to see a lot of organisations looking to integrate new channels into the contact centre environment to provide enhanced omni-channel experiences. Although voice is still a very popular channel, organisations are rapidly looking to support additional social and digital channels. Each channel serves a different purpose, with multiple channels being used interchangeably by the same service users. This is imperative as it provides the ability to see a 360-degree view of customer journeys, and exact customer profiles can be seen at a glance. The trend is moving towards the connection of social and digital channels and eliminating siloed solutions that constituted
Laura Ball CX AI Lead
www.zoom.us
What’s hot? The integration of omni- channel experiences, the use of AI and predictive analytics and the shift to cloud-based solutions.
What’s future hot? Personalised digital experiences that rival the personal touch of a phone call and providing accessible features for visually impaired users.
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