Contact Center Pipeline September 2022 September 2022 - Page 27

Many organizations still view customer service as a cost center and prioritize cost efficiency above all else , which pushes them to rush tech adoption while failing to consider the impact of poor automation on the CX .
The key is striking the right balance between automation and the human touch .
Automation , self-service , and human agents need to work together for the best CX . Are the customers looking to solve simple problems ? Automated self-service is probably a great option . Is the situation a bit more complicated ? Chatbots or virtual agents could collect preliminary information prior to connecting the customers with live agents to solve the larger problems .
Oftentimes , 100 % automation leaves customers frustrated with an endless loop of questions , prompts , and answers that don ’ t solve their unique problem .
Having that human-to-human interaction is vital for customer satisfaction , as bots also can ’ t express emotions like sympathy and understanding .
Similarly , frustration mounts when a customer must wait on hold for the answer to a super simple problem that could easily be solved with automation .
The solution to this problem lies within recognizing that contact centers are instead a profit and brand driver .
Take Google ’ s Contact Center AI as an example . The solution improves customer service with AI that understands , interacts , and talks to customers , allowing human agents to focus on more difficult and specialized calls .
As such , executives should continue to invest in automated service options , while prioritizing a strategic balance between automation and human agents . ers , and in turn , give consumers more choice – including traditional phone calls , live chat , SMS messaging , or even in-app support .
Seamlessly blended channels eliminates friction that arises when customers switch from email to chat to voice – providing a differentiator against most customer support teams .
AI can help automatically extract all the relevant information about customers , their existing relationships with the brands , recent purchases , the current problems , and more .
When equipped with this information , agents are proactively prepared to provide better service to the customer with no repetition needed across channels .
These extra insights enable agents to be more personable , empathetic , and solution-focused , making the customers ’ and agents ’ experiences seamless and enjoyable .
A final trend within the industry is the explosive growth of cloud infrastructure across customer service .
A driving factor of this is security . In the first quarter of 2022 , the number of reported data breach incidents increased by 14 % compared to the same time period in 2021 .
Also , the average payment for ransomware attacks increased by 71 % from last year , with the average payouts now approaching $ 1 million . Personally Identifiable Information ( PII ) is clearly under attack , and this is where enhancements in cloud-based technology and security comes in .
With many contact center agents now working from home , cloud-based technology allows remote agents to access their work platforms through installed applications or internet browsers .
One of the safest ways to secure PII is in cloud-based storage , as it allows agents to regularly back up their computer and data , reducing the risk of losing data and data breaches .
With the enhancements made in cloud-based technology , more companies are making the transition with security and privacy compliance top of mind .
The rise of multi-cloud infrastructures has been around for many years . However , most of the time it is delivered on
Another change we see is brands expanding the number of communication options available to customers and personalizing their experience .
When it comes to technology , Generation Z , Millennials , and Baby Boomers have vastly different preferences .
We can ’ t expect every generation to want the same CX ; therefore , we need to adjust our offerings accordingly .
Cloud-enabled contact centers give brands more options to offer to customproprietary services through Amazon Web Services ( AWS ), Microsoft Azure , or Google Cloud Platform , which leaves companies 100 % dependent on one specific infrastructure .
While these services are very reliable , they are not foolproof . In June 2022 , Microsoft Azure and Microsoft 365 experienced online outages that lasted about 12 hours .
Outages like these leave customers in the dark . On the other hand , the simultaneous configuration of multiple clouds increases availability and builds business continuity and resilience .
If one infrastructure is down for maintenance or a natural disaster affects a specific region , the other cloud applications can readjust and balance out the customer service load while the primary server recovers .
Given the significant impact outages can have on a brand ’ s reputation – and the cascading impact and nature of disrupted customer service operations – expect to see more brands requiring their technology to be deployed via true multicloud infrastructures .
Contact centers have experienced a rapid pace of transformation and change dating back to the early days of the pandemic .
While the shift has been massive – and for some , very hard – brands have an opportunity to capitalize on the momentum and strive for a great CX . The key is to balance modern technology with human agents , and to always keep up with and prioritize the customer ’ s changing needs .
Thankfully , new advancements in technology makes this achievable and easy . It ’ s time for brands to get on board and reap the benefits .
As Chief Operating Officer of UJET , Vasili Triant oversees all Go-to-Market activities including Sales , Channel , Alliances and Customer Success . He is passionate about empowering customers by providing innovative tools and technology that deliver one-of-a-kind customer experiences .