Innovation in the Contact Center: Where to Start
Mobile, omnichannel, AI, integrated CRM, analytics -- with
the universe of contact center technologies rapidly expanding in every
dimension, decision-makers may find it challenging to know where to focus their
attention and investments.
Which areas are
critical for delivering a good customer experience?
Which can be
implemented without disrupting operations?
Which will help boost
Which can you ignore
until the technology matures or better suits your business strategy?
By looking at both the areas of technological innovation and
their impact on the customer experience, contact center leaders can develop a
clearer picture of which areas will be most beneficial to their business
Here’s a round-up of a few Technologies Transforming the
Contact Center. Most organizations looking to transition to a next-generation
contact center, enhance agent productivity, and improve the customer experience
will look for solutions that incorporate several of these innovations.
· Cloud-based infrastructure: Cloud-based contact centers have
numerous benefits, including greater flexibility, simplified integration, and
plenty of room for growth. With less on-premise equipment to maintain and on-the-fly
software upgrades, IT costs decrease and reliability improves.
· AI-enabled bots and intelligent virtual agents (IVAs): Providing a
way to serve customers better, bots and other non-human points of contact offer
two benefits. First, they enable a higher level of self-service, allowing more
forms of customer engagement, and second, they can offload many routine
inquiries, freeing valuable live agent resources to focus on more complex
· Knowledge management: The advancement of AI has stimulated new
innovations in how knowledge management (KM) is defined and used in the modern
contact center. Beyond searchable content or forums, KM can also empower agents
by providing real-time access to subject matter experts and best practices.
With access to robust KM systems, agents can solve customer problems faster and
· Speech analytics: Gathering customer information provides key
insights into contact center performance and operations. The most innovative
contact center solutions use speech analytics
to help route inquiries and provide immediate feedback to agents and
managers, resulting in higher quality customer interactions.
Other innovations, such as voice biometrics, customer
journey analytics, and gamification, also have merits for certain contact
center uses. The best place for contact center leaders to start is to have a
clear understanding of their organization’s unique business goals and needs,
and then evaluate the innovations that promise the most benefits.