Brands will invest more than ever in contact centers in 2022
John O’Hara, President EMEA of NICE Systems, predicts that organizations will invest more than ever in ‘frontline’ CX employees in 2022
Investing in CX innovation will remain a top priority for companies over the next year.
One of the first casualties of the move to the WFH for many organizations has been quality and accessible customer service. The COVID-19 pandemic has resulted in a sharp increase in call volumes it coincided with what consumers felt like the phone was off the hook. Despite the pressures caused by the pandemic, many brands have started to realize that their contact centers are actually the core of their ability to stay connected – and find new ways to connect – with their customers. With the current trend away from brick-and-mortar stores and towards digital channels, contact centers serve as âentry points that welcome customers, day in and day out, for everything they need – product questions and problem solving services.
Fortunately, forward-thinking organizations that understand how imperative their contact center is for brand loyalty can also transform how they operate and provide a contact center customer experience (CX) that works for both customers and customers. the employees.
It’s time to bring contact centers into the on-demand economy
During and after the pandemic, officers had to deal with more calls, channels and complexities while dealing with a kind of work too often seen as repetitive and boring. And in today’s on-demand economy, where customers don’t just want service now, but right now, those stress levels are only increasing.
According to Forrester research, 53% of American adults online are likely to give up their online purchase if they can’t find a quick answer to their question and 73% say that valuing their time is the most important thing a business can do to provide them with good customer service online .
When customers engage with their favorite brands on any channel, the common denominator of every engagement is the demand for instant gratification. Whether it is to solve a problem, check a balance, make an appointment or any other need; customers expect speed, efficiency, and seamless interaction with minimal effort spent. If agents feel burnt out, they won’t be able to provide the type of service customers expect.
In 2022, brands will realize the value of existing digital technology that will deliver ‘micro-moments’ of instant gratification – at scale across all channels – through self-service that really works or well-prepared agents. This will have a cumulative impact on a more meaningful and lasting CX.
WIT Summit Canada – Establishing Hybrid Leadership and Digitally Driven Customer Service
The recent WIT Canada Summit hosted a series of discussions between IT and business leaders from across Canada, on how they are looking to recover from the pandemic and the importance of a diverse workforce. of work. Read here
Technology will help businesses improve engagement levels with contact center agents
To prepare agents for success, they need technologies and processes to help them excel and improve the work experience itself. The US Contact Center Decision-Makers Guide 2021 reveals that 81% of contact center decision makers agree that multiple copy and paste results in wasted time and errors.
68% said it was important to reduce work after calls, while 76% agreed agents struggle to learn new systems. Perhaps most worrying of all is the finding that repetitive work remains among the top three reasons for officer attrition.
The role of AI is essential in empowering agents to be successful. Real-time AI can monitor and provide guidance to agents on behaviors and soft skills that are scientifically proven to increase customer satisfaction, such as active listening, relationship building, or empathy. Virtual assistants, for example, suggest agents the next best action and even recommend knowledge base articles based on the context of the live conversation, which can be a call or text messaging.
Other technologies such as AI-powered robotic process automation (RPA) solutions can reduce human error and save agents time by updating back-end systems or filling out forms. Leveraging AI and automation in contact centers means giving the workforce the right tools to stay motivated and prepare for success while keeping customers satisfied.
Contact centers are created by the agents who staff them
Forward-thinking brands are already and will continue to implement AI and analytics solutions that guide employees through interactions and recommend the next best actions. The result of this automation is that agents are able to focus on what humans do best: delivering better empathetic experiences to brand customers.
This level of service is important for any brand that wants to create lifelong customers and foster employee success. Investing in a culture of engagement creates employees who are inspired at work, likely happier outside the office, and more likely to stay on the job. This in turn will provide a happy and dedicated âfront doorâ to brands.