Intelligent CXO Issue 16 - Page 66

BUSINESS INSIGHTS

THE FIVE FUNCTIONALITIES THAT ARE CRUCIAL FOR YOUR CONTACT CENTRE OF THE FUTURE

Contact centres are witnessing an overload of customer interactions and attempting to adopt numerous methods to enhance efficiency and boost productivity . However , it can be challenging to understand which elements need to be prioritised to establish efficient future contact centres . Mathias Holzinger , Product Manager at TeamViewer , provides a guide to help understand the elements better .

As the world attempts to recover from the COVID-19 pandemic , every industry is witnessing change as it scrambles to adapt to the ‘ new normal ’ with contact centres at the forefront of change . After seeing an overload of customer interactions , industries worldwide realised the need to upgrade their contact centre workflows and find new ways to provide customer support . engagement tools and improved chatbots being implemented across contact centres , technology is paving the way for future contact centres . Here are a few functionalities essential for your contact centre of the future :

Automate services and incorporate visual engagement technology
As more companies are willing to experiment with new technology that may ease the workflow and improve KPIs , the field of customer engagement is witnessing an immense transformation . With advanced AI , high-performing visual
Improving agents ' efficiency is essential and can be done by incorporating a visual engagement solution that seamlessly integrates with the current workflow . This enables agents to guide customers to an answer on the first call , providing
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