In 1991 - US won the Gulf war, Paul Strassman Author and Chief Information Officer at Pentagon shared the lesson from Gulf War was that the country with the best software will win the war.
Same is the case with a company.
A company usually spends about 2-10% of their revenue on IT initiatives, the successful companies spend this allocation in increasing operational productivity while the other ones spend on management productivity
Every company has 2 things
A contact center is a business division within an organisation that manages customer interactions. Unlike a call center, which receives requests only by telephone, the contact center handles inbound and outbound customer communication over multiple channels such as telephone, web, chat, email, messaging apps, social media, text, fax, and traditional mail. Contact centers use various types of advanced technology to help resolve customer issues quickly, to track customer engagements, and to capture interaction and performance data. Contact centers are usually operated either by an internal department or outsourced to a third party provider.
After a year of sweeping changes, it’s never been more important for contact centers to understand how global trends are affecting both customer behaviours and their expectations.
Statistics from the last 18 months are rife with signs that point toward further transformation in the contact center industry.
In 2021, pandemic-related challenges continued to fuel call volume spikes and customer frustrations. Workforce shortages made it harder than ever for contact centers to hire, train, and retain talent. And emerging technologies like conversational AI have accelerated digitisation and changed what consumers expect from automated self-service.
91% of consumers reported they have experienced poor customer service in the last six months.
Replicant 2021 Survey
76% of customers are calling on the phone when contacting customer service.
CFI Group
The 2020 Statista Report states that 87% of global organizations believe that AI will give them a competitive advantage. Call centers and contact centers will continue using AI for the automation of repetitive tasks related to customer service.
But before we delve into AI, we need to understand the reality of contact centers
People
Infrastructure
Operations
Business Challenges
What are contact centers doing about this?
Solutions
To increase operational efficiency solutions are to be data and analytics driven
The need for rich analytics and deep insights into customer service interactions has never been higher. Luckily, mean conversations are no longer a black box. Customers who fully leveraged contact center data in 2021 made better decisions, were more productive, and are set up for greater success in the future.
As agent churn increased in tandem with hiring needs, training and onboarding became an unignorable obstacle for every contact center. The time, money, and resources spent onboarding new agents can only be avoided with technology like conversational AI – which only needs to be trained once and improves automatically over time.
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