By Steve Brubaker, InfoCision Chief of Staff
Technology procurement can be one of the hardest parts about running a contact center. With so many solutions to consider — from least cost routing (LCR) to workforce management — it’s not always easy to cut through the noise and understand what your facility should actually be using.
There’s no room for guesswork when signing contact center service agreements, though, as the decisions you make will directly impact the performance and stability of your department. Invest in a low budget, cloud-based customer relationship management (CRM) solution, for instance, and everything from agent productivity and happiness to customer satisfaction could be negatively impacted.
For this reason, it helps to partner with a contact center solutions provider that understands the complexities of the market, for sound advice about purchasing.
Here are some technologies that we have been recommending to customers recently:
Artificial intelligence (AI): AI — or the ability for a machine to mimic human thought — is now being used for a variety of purposes in the contact center. For instance, AI can predict things like whether a new lead will turn into customer, and how an agent should go about contacting him or her with an offer. And on the agent side, AI is also being used to analyze customer interactions. It provides agents with direct feedback about variables like the speed, pitch and tone of their voice — and whether they are connecting effectively with customers.
AI is one of the most exciting technologies in business today, and more and more businesses are using it. According to a new study, 45 percent of retailers plan to add AI in order to enhance the customer experience.
Chatbots: You can’t mention AI without mentioning chatbots, which are automated messengers that use AI to process user queries and respond intelligently in near real-time. Right now, chatbots are most commonly used in website live chat boxes and automated text messaging applications. Chatbots are easy to build, highly reliable and capable of working alongside agents in the contact center.
Knowledge management: Put yourself in your customer’s shoes for a moment, and imagine that you have a question about your company. You look online, but the answer is nowhere to be found. What do you do? You either pick up the phone and ask for an agent (which takes extra time) or you search for the answer on Google (which could lead you to another provider). To avoid these pitfalls, many companies are now setting up knowledge bases on their websites that serve as libraries for customers to access information. This is an example of self service, another big buzzword in the contact center industry today. The great part about knowledge bases are that they are easy to set up and manage, and they don’t cost much.
Do you have questions about contact center technologies? We’re here to help. To contact InfoCision, click here.