CONTACT CENTRES
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Harnessing the effectiveness of current solutions Putting our panel of experts on the spot, we asked what improvements could be made to enhance the effectiveness of contact centre solutions, and they did not disappoint with a range of responses that all businesses with contact centre solutions could, and perhaps should, be considering or implementing. Myles Leach from NFON UK said, “To enhance the effectiveness of current solutions, companies should consider incorporating a range of supplementary services.
provide high levels of scalability and reliability and a wealth of integrations into multiple underlying systems of record, enabling a crucial 360-degree view of customer interactions. As a result, CCaaS enables an organisation’s entire IT infrastructure to be leveraged more efficiently than ever before.” Laura Ball from Zoom ended with her thoughts, “To enhance the effectiveness of contact centre solutions, improvements can focus on better integration with existing systems, more intuitive user interfaces and increased AI capabilities for personalised customer interactions. There’s also room for development in analytics, providing deeper insights into customer behavior and agent performance, which can be used to improve the service being offered. Enhancing security features and offering more robust support for remote and hybrid work environments will also be crucial. Finally, simplifying the deployment process and offering more scalable, flexible options can help businesses of all sizes adopt and benefit from advanced contact centre solutions.” n Temperature check Current trends in contact centres are the integration of AI, the shift to cloud- based solutions, and the importance of omnichannel communication to enhance customer service and agent efficiency. Successful businesses are prioritising customer satisfaction, leveraging predictive analytics and ensuring round-the-clock support to meet high customer expectations and improve retention. However, common adoption barriers include migrating from legacy systems, data security concerns, and the financial justification of new investments. Some investments, such as enhancing security features are essential, whilst others are a discussion around company planning for the future and addressing current issues in areas such as hybrid and remote working. In summary, help your CC agents keep their cool , keep your customers warm and engaged and your prospective customers list hot .
Customisation and integration services would empower customers to tailor solutions to their specific requirements and ensure seamless integration with existing systems. By providing comprehensive training and support services, businesses can enable clients to fully utilise their technology investment through training programs designed for agents, supervisors, and administrators. Implementing analytics and reporting services could offer valuable insights derived from customer interactions, assisting clients in refining their strategies and enhancing customer experiences. Security and compliance audits serve to ensure data protection and adherence to industry regulations, fostering trust and confidence in clients’ operations. Proactive maintenance and monitoring services guarantee continuous performance and prompt issue resolution. Lastly, strategic consulting for process optimisation and technology updates can help clients stay ahead of industry trends and maintain a competitive edge.” Martin Taylor from Content Guru suggested, “To harness upcoming trends in the contact centre, including AI, and the rise of Internet of Things (IoT) devices acting as digital customers, it is imperative to move to the cloud. The Contact Centre as a Solution (CCaaS) model can overcome fundamental challenges presented by legacy, on-premises solutions by providing rich omni-channel features to suit growing customer demands without requiring expensive and time- consuming hardware updates and getting a springboard to AI. CCaaS solutions also What’s hot? Customisation, system(s) integrations, advanced reporting, improved security and compliance.
Myles Leach Managing Director
nfon.com
To enhance the effectiveness of contact centre solutions, improvements can focus on better integration with existing systems, more intuitive user interfaces and increased AI capabilities ...
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