past attempts to integrate channels. The next “trend” will be to try and create a digital experience that rivals the personal touch of a phone call. Accessibility will come to the forefront with impending regulation changes
across North America and Europe, with financial penalties of non-compliance by 2025 for organisations that are unable to provide accessible features for visually impaired users.” n
Problem solving with the help of Contact Centres The decision for a business to invest in a Contact Centre or any upgrades and updates on an existing solution are varied, and our expert panel gave some insights into the reasons why businesses are seeking contact centres to maximise productivity and customer satisfaction. Myles Leach, NFON UK’s Managing Director responded, “Today businesses face
segments based on a customer’s profile or data attributes. Reducing operational costs and enhancing agency efficiency will also be top of the list for many businesses – which can also be achieved by consolidating their contact centre systems and collaboration tools into one system, powered by AI. Martin Taylor replied, “An agent can spend over 50% of their time carrying out admin tasks, such as making call notes and summarising interactions. Until now, admin- heavy tasks were seen as just another part of the role but generative AI now has the ability to carry out a lot of the heavy lifting. Adopting modern, cloud-based solutions that unlock the benefits of generative AI is key to overcoming productivity issues. In addition to improving productivity, agents are able to focus on supporting customers, increasing CX sentiment and helping to reduce costly churn and training time.” n
the challenge of customer retention due to easy provider switching. Retention has emerged as a critical issue as recent surveys indicate as much as 82% of customers cease business with companies due to poor service. To thrive amid competition and enhance customer experiences, organisations prioritise customer satisfaction and leverage professional contact centre solutions for communication management. Amidst high customer expectations, companies must prioritise prompt resolution without prolonged holds or multiple call transfers. Contact centre operators require round-the-clock availability, regardless of remote or home- based customer service setups. Advanced contact centre solutions not only provide impeccable voice quality and reliability but also ensure compliance and safeguard data security. This comprehensive approach empowers businesses to meet evolving customer demands and maintain long-term relationships.” Laura Ball added, “Businesses are looking to solve several challenges with contact center solutions, but the main issue centres around improving customer satisfaction. Any customer- focused business needs to prioritise creating a seamless, personalised customer experience across multiple channels, while managing the complexity of these interactions on a unified platform. Adopting AI and the insights the technology can glean into customers is crucial. Natural language processing intelligently detects what each user truly needs and provides the best possible answer, while creating customised flows and messages for unique
Companies must prioritise prompt resolution without prolonged holds or multiple call transfers.
What’s hot? Customer retention,
agent efficiency, round- the-clock availability and unified platforms.
What’s not? Low customer satisfaction scores, rising operational costs, multiple call transfers.
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