Intelligent CXO Issue 16 - Page 67

BUSINESS INSIGHTS a resolution at the first go with reduced average handling time . Visual engagement tools can boost KPIs by improving the net promoter score , providing first contact resolution and ultimately increasing the productivity of agents .
Furthermore , automating services by adding virtual agents will enhance the capabilities of the visual agents , helping implement new technology .
Companies should also review their contact centre management system and workflow , prioritising the most critical needs , ultimately creating a cost-effective solution .
Implementing the latest technology
Contact centres need to adopt new and proven-to-work technology if they want to enhance their KPIs . With ever-increasing technology , customer expectations are on the rise and they want minimal wait times alongside first call resolution . With the right tools , industry leaders can get ahead of the game and enhance the customer experience as well as contact centre productivity .
Firstly , self-service technology has refashioned the face of customer service as most customers get answers to their questions before even reaching the support agent . This has a direct impact on increasing revenue and customer acquisition .
Secondly , interactive voice response technology ( IVR ) is an essential tool that allows customers to interact with a company ’ s host system through speech recognition or a telephone pad . However , customers tend to dislike IVR systems , and it is vital to implement a seamless IVR design that is easy to follow so that customers don ’ t have to go through endless prompts .
Lastly , co-browsing technology can quickly guide a customer to a solution , allowing support agents to see what the customer sees on their screen without downloads or installations . As it is being optimised for web and mobile , agents can easily click , scroll , and highlight key information , guiding the customer to their much-awaited solution . Furthermore , it seamlessly integrates with the existing methods of communication such as phones , emails , and chat sessions , providing personal support in real-time across numerous channels .
AI technology – Incorporate and empower
Contact centres are using AI to streamline call centre experiences for agents and customers . They are analysing call data and records to predict customer behaviour . As AI provides straightforward engagement across the customer experience , it makes the customer journey easy while saving call centre managers hours of creating call routing algorithms .
BUSINESSES GLOBALLY ARE NOW FOCUSING ON PROVIDING A HOLISTIC CUSTOMER ENGAGEMENT APPROACH THAT UTILISES UNIFIED MODELS OF OMNICHANNEL COMMUNICATION .
Mathias Holzinger , Product Manager , TeamViewer
By incorporating an AI system , businesses can minimise the customer wait time by routing conversations to suitable agents . As a result , AI drastically improves the efficiency of agents and the contact centre as a whole .
As the agent can now provide multiple solutions and responses , it gives the customer more choice and the agent can choose whether to follow the AI ’ s suggestion or disregard it . As AI matures day by day , implementing such a powerful , cost-saving tool will help businesses cut down heavy burdens on the agents and drive revenue to the company .
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