The contact centre industry is rapidly evolving, and the adoption of technology is playing a crucial role in this transformation. With the rise of omnichannel customer engagement and the increasing demand for exceptional customer experiences, it’s essential for contact centres to have technology that supports their goals and objectives.
So what should you be focusing on when selecting a technology vendor? Here are the three non-negotiable contact center technology features to look out for;
The first and foremost priority of contact centre technology is to support customer engagement. This means providing a seamless and integrated customer experience across all channels, including voice, email, chat, social media, and SMS.
With an omnichannel approach, customers can switch between channels as needed without losing context or having to repeat information. Additionally, technology should enable contact centres to collect and analyse data from customer interactions to improve their understanding of customer needs and preferences and provide personalised experiences.
What you need to know: Commz has an incredibly powerful customer engagement focus with incredible insights that propel the customer forward. We use sentiment analysis, artificial intelligence and machine learning to map the full customer journey.
The second priority of contact centre technology is to empower employees. This means providing agents with the tools and resources they need to do their jobs effectively and efficiently.
For example, technology should enable agents to access customer information, order history, and product information quickly and easily, so they can provide fast and accurate responses. It should also allow agents to manage multiple customer interactions simultaneously, so they can handle a high volume of interactions without sacrificing quality or customer satisfaction.
Additionally, technology should provide agents with real-time feedback, so they can continuously improve their skills and knowledge.
What you need to know: Engage is an employee experience accelerator! When employees are motivated, inspired and informed, your business will become more productive, profitable and purpose-driven. When employees have great experiences, they can offer those same experiences to customers. Engage provides your employees with every tool and the journey they need to be productive, and efficient and as a bonus, makes life a little easier. Start giving your employees the experiences they deserve through Workforce Engagement Management with Smartz Engage.
Automation and Artificial Intelligence
The third priority of contact centre technology is automation and artificial intelligence. Automation can help contact centres to improve efficiency, reduce costs, and improve the customer experience by handling routine and repetitive tasks, such as data entry and order processing.
Artificial intelligence can be used to provide customers with quick and accurate responses, and to personalise the customer experience based on their needs and preferences. Additionally, AI can be used to identify trends and patterns in customer interactions, so contact centres can make informed decisions about how to improve the customer experience.
The contact centre industry is facing new challenges and opportunities, and technology is playing a critical role in shaping its future. By focusing on customer engagement, employee empowerment, and automation and artificial intelligence, contact centres can ensure they have the technology they need to support their goals and objectives and provide exceptional customer experiences.
Whether you’re just starting out or looking to upgrade your existing technology, these priorities should guide your decision-making process and help you choose the best technology for your contact centre.
About Smartz Solutions
In the modern working world, you do not need to spend millions of dollars on multiple platforms and applications only to offer your teams and customers mediocre experiences. You need one solution on one integrated platform to provide exceptional experiences.
Smartz Solutions specializes in managing customer and employee experiences through our enabling technology. Based on a wealth of knowledge covering multiple industries, we have developed a suite of products that include the entire customer engagement journey offering best-in-class, world-class applications in a single end-to-end CX and EX platform.
Customer experiences are only as good as the experiences you offer your employees.
When employees are motivated, inspired and informed, your business will become more productive, profitable and purpose-driven. When employees have great experiences, they can offer those same experiences to customers. Start giving your employees the experiences they deserve through Workforce Engagement Management with Smartz Engage.