Managing a large group of loud personalities, having to forecast and plan resources tightly against projected inbound contact, meeting big targets and running countless meetings, if this sounds like your typical day, you must be in the profession of overseeing a contact centre.
Finding time to think about and plan what needs to be done to develop or improve performance is a tough task when most Managers spend their time battling to keep agents and customers happy. To further complicate matters, any big changes need to be run past upper management, which according to a recent report, still perceives the contact centre as a ‘cost centre’.
And with headlines stating that AI will be ‘the death of the contact centre’, it’s understandable that Contact Centre Managers might feel like the world is against them. However, it’s the dawn of a New Contact Centre. Businesses can no longer afford to rely on archaic siloed channels for customer support and experience. The time has come for businesses to fill their customer support armoury with new strategies and AI tech to win the war on remaining relevant and profitable.
As consumers grow more and more comfortable with messaging, AI applications offer the contact centre some dramatic benefits that stretches way beyond ‘Botman versus SuperAgent’. For those businesses looking to invest in AI, there is light in this confusing artificially intelligent world of darkness. There already exists reasonably priced and ‘modest’ AI-powered solutionsthat can translate into cost savings, increased productivity and improved customer experience with minimal demands on IT resources.
But for AI to introduce new value and break fresh ground, strategists must take an innovative approach to CX and consider its impact beyond its novelty. As a ‘Customer Experience General’ looking to outwit the enemy, the following quick reads provide some valuable insight to taking small steps to prepare for the ever-changing customer experience landscape and how it can deliver ‘super-powered’ results in the contact centre.