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The Smart Approach to Resolving Complexity in Contact Centers

Contact centers have been investing in sophisticated, omnichannel technologies for well over a decade. The shift to the cloud has also been happening over time and accelerated significantly in early 2020. As this significant shift continues to occur, there needs to be a push to also resolve complexity in contact centers.

The power of cloud enables organizations to do just that, thanks to the addition of smart technology. With 90% of contact centers now aggressively investing in new channels, automation, and analytics tools, the time has come for resolving complexity and improving efficiency. Discover some ways to seamlessly add these tools to your contact center.

Cloud-Smart Contact Centers are Leading the Way

Just one year on and cloud-smart contact centers are rapidly reaping the rewards of new technology. For example, fully cloud-based contact centers are nearly twice as likely to have adopted social channels, chatbots and business intelligence (BI) platforms.

They also claim their cloud solutions enable more strategic, smarter business decisions, while 70% say they are enhancing the use of analytics. This was reflected in our second blog in this technology series.  In this article, we explored how analytics can help contact centers to uncover bottlenecks in agent and customer satisfaction. We also noticed the benefit of more effective team scheduling and forecasting.

On the other hand, contact centers that have yet to discover the merits of a cloud-first strategy are being left behind, with two in three on-premise contact centers feeling limited by their current solutions.

When Less Is Definitely More

Contact center leaders tend to use technology to overcome service issues and enable forward-thinking CX strategies. Technology is used to connect data silos and bridge knowledge gaps to deliver faster yet more personalized and predictive service experiences. However, given that the rapid implementation of technology can be the root cause of many problems, does adding yet more systems create further complexity?

3 Smart Ways to Resolve Complexity

The key to success lies in seeking out technologies that resolve, rather than increase complexity. Aim for solutions that are:

1. Easy

Gone are the days of painful, expensive, and rip-and-replace solutions. There simply isn’t time for slow learning curves and long return on investment (ROI) paths. Modern contact center technology platforms are purpose-built to be easy to implement, learn and use. Seek out solutions that offer pre-built integrations with all your existing core systems and technologies.

The best vendors provide robust support and guidance throughout the implementation phase and beyond. This includes essential staff training, whether in-person or online, to accommodate today’s increasingly hybrid and/or remote workplace. Meanwhile, the technology itself must be intuitive to use.

It should have the tools and functionality that make it easy for all users. This includes agents, managers, and business leaders. Faster, better tools helps users quickly see the information they need to take meaningful action.

2. Personalized

Modern technology is built from the ground up with the customer’s journey in mind. This includes features such as AI-enhanced, highly automated workflows. These capabilities are designed to drive operational efficiency while enhancing the customer experience. At the same time, they provide functionality to engage agents and improve their experience too.

By personalizing the customer experience, you will also strengthen your brand guardianship. Happy customers are less likely to churn, and happy agents are less likely to leave. AI-enhanced tools also improve agent workflows for greater ease throughout the day.

3. Smart

Expect modern contact center technology to come with truly embedded analytics capabilities. Analytics can pierce through the piles of customer data to paint a clear picture. And, with customer expectations continuing to rise, contact centers need ways to analyze and simplify the process.

Powerful analytic solutions can deliver customer-centric data insights seamlessly within workflows. This enables decision-making by allowing agents to add a human element to digital interactions. Not only will your agents love it, but you’re customers will too.

Use Business Intelligence to Drive Decisions

Leading technology platforms are built to be omnichannel both from the customer and internal enterprise perspective. Remember to invest in solutions that are capable of extracting any data stream from anywhere within the organization. Use business intelligence (BI) to drive decisions well beyond the confines of the contact center.

The smartest data management solutions pull together powerful customer and BI data into reporting tools. This brings that information to life through highly visual, intuitive outputs. Smarter tech solutions makes data more meaningful for all users—whatever their role or contribution to the overall business.

For more ideas and inspiration on how to resolve complexity in contact centers, we’ve got you covered. Download our report: “Embracing double-edged customer expectations: Navigating the complexities of rising demands and digital-first customer experiences.” The time is now for improving your processes to meet your customer’s every-changing expectations.

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