Contact Center Pipeline January 2023 January 2023 - Page 38

Many organizations now rely on remote coaching tools , video conferencing , and one-on-one and team messaging capabilities that are essential for optimizing WFH environments .
It ’ s essential that UC and CC components are integrated - even better if provided by a single vendor - to simplify the agent ’ s role in communicating with the rest of the business . Especially given the fact that 60 % of IT and CX leaders believe the workforce will be predominantly hybrid by 2030 , according to our Future of Work : 2030 Vision Report . Just 7 % believe that work will return to predominantly in-office .
Given that hybrid is the future , improving collaboration for remote teams and individuals will be increasingly important to keep them engaged and empowered in their day-to-day tasks .
To make this a reality a successful UCC application in the contact center leverages prebuilt APIs to enable a single view for all agent interactions . And agents are able to use the platform to route calls or connect directly with SMEs and other experts across the businesses for fast answers .
CM : The primary shift in demand for UCC applications revolves around overall mobility of the workforce . COVID-19 resulted in a very real and sudden shift in how businesses operate and what employees and consumers expect , with the primary drivers including flexibility of location , hours , team structure , and responsiveness .
Prior to 2020 , demand for cloud-based communications was trending upward largely for the purposes of expanding global workforces , reducing costs , increasing reliability , and reducing risk of continued maintenance of legacy technologies .
Since then , UCaaS and other cloud-based solutions have become a necessary and critical element of business continuity planning , helping drive productivity forward in the WFA era , and to ensure employees are increasingly able to collaborate and succeed together , even when they are apart .
To this end , features such as video collaboration , team messaging , multi-device connectivity and general integrability , all riding atop cloud-based infrastructures , have become essential .
IT APPEARS WORK-FROM-HOME / ANYWHERE IS HERE TO STAY . HAS THIS SHIFT IMPACTED THE DEMAND , FEATURES , SCALE , AND USE OF UCC APPLICATIONS ?
DH : As more and more agents are working remotely , the ability to lean over to a deskmate or manager to ask a question and receive a quick response has become impossible .
Contact centers are wanting ways to continue promoting communication and collaboration across employees , not only in the contact center but throughout the entire organization , regardless of where an employee is located .
Just as the workplace has shifted , the ways that managers evaluate employees and provide feedback and coaching has also shifted .
NM :
Agents have been vocal about their desire for flexible work , whether that ’ s WFH or hybrid work , and organizations are listening . Recent data from McKinsey shows that only 2 % of employers anticipate their full agent workforce returning to the office full-time . This new model introduces another dimension with forecasting , staffing and scheduling by skill or channel .
Since the world has shifted – and remained – largely remote , demand has increased for UCC applications at a greater scale to accommodate workplace flexibility .
THE PRIMARY OBJECTIVE IS TO GAIN ACCESS TO EXPERTS IN DEPARTMENTS OUTSIDE THE CONTACT CENTER IN ORDER TO HELP CUSTOMERS SOLVE COMPLEX PROBLEMS QUICKLY .
--DEAN HOLMES
CM : As more businesses move to a WFA model , with agents spread across multiple locations , a fully integrated cloud-based UCC solution empowers IT and contact center administrators to provide a fully remote solution for agents .
With fully remote administration , businesses can enable agents to WFA without the need to install software . It offers access to tools agents need to connect with each other and with customers — over any channel ( voice , video , messaging , chat )— all from a single dashboard and integrated .
The tools can then be integrated with mission-critical business applications and productivity apps , like Salesforce , that they are already using . This is empowering agents to maintain deep engagement with customers , regardless of where they are located .
Moving forward , UCC and CCaaS together will enable a new sense of teamwork and camaraderie , bringing agents , backoffice employees , and experts together more closely than ever before , even when physically dispersed .
38 CONTACT CENTER PIPELINE