“ BY PROCEEDING STEP-BY-STEP , YOU CAN ADJUST STRATEGIES BASED ON REAL-WORLD FEEDBACK AND RESULTS ...”
FEATURE
“ BRANDS WILL NEED TO INVEST WISELY IN THEIR CONTACT CENTER TECHNOLOGY TO SEE A REAL IMPROVEMENT IN INBOUND AND OUTBOUND EFFECTIVENESS ...”
-- CRYSTAL MICELI
If an organization has an effective strategy and the right CX AI solutions in place , they can promote more proactive outreach to decrease the volume of inbound interactions .
As more organizations adopt CX AI , we will see a significant increase in proactive outreach as organizations are able to generate more personalized interactions , anticipating consumers ’ needs before they have to reach out .
JL : When choosing , deploying , and using inbound and outbound customer contact applications , it ' s essential to start with a clear understanding of the desired outcomes and unmet needs .
• Identify whether the goal is to reduce customer wait times , serve more customers , or another specific objective . This will guide the selection process .
• Partner with a vendor that aligns with your company ' s needs and values , ensuring they can be a long-term partner for growth and innovation .
• It ' s critical to select a platform that is not only capable of meeting current requirements but is also adaptable and scalable to future needs or unforeseen requirements .
• Ensure that the chosen solution can evolve with changing customer behaviors and technological advancements .
Lastly , adopt an incremental approach to deployment . Implementing changes in stages allows for accurate measurement of success and identification of which changes are having the most significant impact .
By proceeding step-by-step , you can adjust strategies based on real-world feedback and results , ensuring a more controlled and effective enhancement of your customer contact capabilities .
CM : Brands will need to invest wisely in their contact center technology to see a real improvement in inbound and outbound effectiveness without sacrificing the main goal of improved CX .
Rapid innovation , technology infrastructure , customer proof points , and industry specialization should drive a brand ' s decision when choosing customer contact center applications .
Since technological advancements in CX solutions are moving at a rapid pace , businesses will have to look closely at each provider to determine if what they offer is unique compared to what anyone else can provide .
“ BY PROCEEDING STEP-BY-STEP , YOU CAN ADJUST STRATEGIES BASED ON REAL-WORLD FEEDBACK AND RESULTS ...”
-- JONO LUK
Every technology company is claiming to be a GenAI company now with little differentiation and regardless of ability to deliver on promises . So it ’ s important to look beneath the surface at how the platform is architected . Is it a single platform , purpose-built , or a cobbled-together mix of acquisitions and partnerships ?
Brands should also consider the speed at which a vendor can provide and adopt the latest technology as well as the underlying infrastructure that enables it . For example , brands limited by outdated on-premise architecture won ’ t be able to adopt integrations and innovations as rapidly , so they should be looking for a cloud-native solution .
Finally , brands should look for proof points from other customers in their industry to ensure that the technology functions properly for the tasks at hand . Making the right choice could make the contact center and overall CX a meaningful and value generating differentiator for the brand .
Brendan Read is Editor of Contact Center Pipeline . He has been covering and working in customer service and sales and for contact center companies for most of his career . Brendan has edited and written for leading industry publications and has been an industry analyst . He also has authored and co-authored books on contact center design , customer support , and working from home . Brendan can be reached at brendan @ contactcenterpipeline . com .
10 CONTACT CENTER PIPELINE