... OFTEN SUCCESS IS MEASURED BY A COMBINATION OF TRADITIONAL AND MODERN METRICS .
Once some companies started to adopt digital technologies , it was a race across each industry to implement them as well . Technology startups and in-house software digital teams were leveraging Agile approaches to deploy even faster .
Pulling that into a synopsis is a bit unsettling . Every item listed took years to conceive of , develop , and launch . Every client struggled with a capabilities gap , a wish list , and later a project plan for each capability .
It is truly incredible to remember back to the struggles of how to intelligently categorize and route types of callers with IVRs and call monitoring technologies when fast-forwarding to the current day . Think just about the data :
· First , we didn ’ t have any .
· Then we didn ’ t have anywhere to put it .
· Next , we had places to put it but couldn ’ t find people to analyze it .
· Finally , we had a combination of people and machine learning , but by the time we executed changes based on the findings , some other competitor or technology had leapfrogged us , and we were back to the drawing board .
Now we are nimble , but our customers are more demanding than they used to be , and we need to be smarter , faster , and able to resolve problems in a single interaction . But are our jobs becoming easier or harder ?
SHIFT TO COMPLEXITY
The call center industry continues to evolve and often success is measured by a combination of traditional and modern metrics .
20 CONTACT CENTER PIPELINE
The job of a contact center representative is becoming more complex due to several factors and one key driver is the use of AI .
With the introduction of AI , customers can interface with companies via channels like chat and text to resolve their questions without needing live interactions , which leaves more complex conversations for agents .
Companies are leveraging chat and text to improve efficiency and use algorithms to analyze customer sentiment in real-time during calls or chats , which helps agents to gauge CSAT and adjust their approaches accordingly .
... OFTEN SUCCESS IS MEASURED BY A COMBINATION OF TRADITIONAL AND MODERN METRICS .
As an industry , we are processing vast amounts of data to extract actionable insights , helping contact centers improve processes , optimize resources , and enhance CXs .
Contact centers are where frontline service can exceed expectations and best represent a company ’ s brand .
These centers are often the primary points of interaction between companies and their customers , making them crucial in shaping customer perceptions and loyalty . When managed effectively , contact centers can transform routine interactions into opportunities for building lasting relationships and enhancing the brand ’ s reputation .
FIGURE 2
Ensuring agents are up for the challenge is the real question in the ever-changing contact center world . To level up to the more complex expectations , an investment needs to be made in the frontline contact center agents regarding comprehensive training , clear guidelines , and the autonomy to make decisions that benefit the customer . Empowered agents are more likely to deliver exceptional service .
This is a new world for agents , and it requires emotional intelligence skills such as empathy , active listening , and effective communication . These skills help agents connect with customers on a personal level and resolve issues more effectively .
By investing in the contact center ’ s technology and people , leaders will be able to identify trends , predict customer needs , and optimize contact center operations . They can then produce informed decisions that enhance the CX while resolving customer issues efficiently and creating memorable experiences that exceed expectations and strengthen the brand ’ s reputation .
CHANGED MEASUREMENTS
AI applications streamline operations and enhance CXs , but they also have changed the way we can measure performance in the contact center space .
SOURCE : LESLEY CORYDON VIA CANVA