People are returning to schools, offices, stores, etc. This means that customer service needs are about to shift as well, and the Contact Center industry must meet this new day with all the tools at its disposal. Konecta a global Business Process Outsourcing (BPO) company has created optimization based on technological investments.
Today, customers have high expectations given that during the pandemic, they reached out to digital channels more than ever to get quick resolutions to inquiries, and 54% of them will share with others if they have a poor experience. Companies are hoping to cultivate stand-out moments that will instill loyalty from their customers.
Still, customers prefer to communicate with a real person to resolve complex inquiries and situations. These expectations give customer care agents added pressure since they have more tasks, more programs to handle, little time to provide a solution, which in turn rises attrition levels, and contact centers need to adapt to the needs of the customer without sacrificing quality of care.
Customers are influenced by the experience surrounding products and are willing to change their loyalty and purchasing decisions based on customer service, and the perception they have of the agents is linked to the brand perception.
Adding factors like the great resignation, remote work and disconnected team environments, the role of the customer care agent is becoming harder to sustain. Now, companies must place their focus on improving contact center operations to ensure that agents not only have the resources and intuitive technology to efficiently do their jobs and keep security in place in a hybrid model.
ROBOTICS & AUTOMATION
By automating contact center operations, organizations can allow their agents to lean into more complex cases, provide care that is more individual and promote a culture of continuous improvement.
Workflow automation allows agents to have a unified desktop that reduces screen navigation, reducing the time required to provide a solution and ultimately achieving a process systematization. Combining this with RPA (Robotic Process Automations), there can be an alignment that will remove repetitive tasks, and ultimately create a better experience for both customers and agents.
Workforce management can also benefit from automations by providing streamlined support for agents, which helps to provide more detailed knowledge. Monitoring agents and balancing the staff needs is also more effective for the workforce managers with the implementation of automations.
Security has always been an important matter for business process, especially with remote agents. Automations create a more assured way to control access protection, sensitive information management and ensure a two-step authentication process.
AI & ANALYTICS
Companies must be able to capture their customers’ intention, define critical engagement touchpoints, and disseminate the information so that customers can experience a seamless, unified experience.
Analytics provide a solution for structured and unstructured data, by defining customer behavior patterns through their tone of voice, linguistics, verbal, and non-verbal data that can provide a clear segmentation of the customer and give important insights to agents when they are managing a situation.
Implementing analytics works as a tool for measurement of customer experience beyond straight-forward transactions that helps develop a better strategy, anticipate customers’ needs and ultimately, deliver positive and defining brand moments.
Customers’ increased expectation for instant gratification includes issue resolution through their channel of choice. This prompts customers to assume all channels should reflect similarly exceptional, effortless experiences, and these experiences are identified as successful when they tackle 3 main points: Speed-Empathy-Omnichannel.
70% of customers note that speed is essential to the experience, but speed is not the only factor that can make an impression on the customer. Other considerations that can improve their perception include access to a live agent, which means the component of empathy is just as important, customers feel a need for personalized attention from agents that provide a proactive interaction and can anticipate their needs.
Even though a fast and empathic customer service is impactful, the matter of which channel is used is still a critical matter. They need to be able to access Digital, Voice, Social Media, WhatsApp, videocalls channels, and get streamlined support.
OPTIMIZATION OF PRODUCTIVITY
By unifying these tools and knowledge, we develop assertive engagement, anticipation, and action.
Automations and robotics optimize the workflow, provide security, and assists the resolution of issues on the first call and decrease AHT (Average Holding Time).
AI & Analytics provides an optimal profile definition, anticipates and identifies pain points and preferences.
CSAT (Customer Satisfaction) Improvement get businesses higher recommendation rates and improve the likelihood of repurchase.
Konecta is engaging in optimization of Customer Experience (CX), we expect that investing on tools to generate a positive CX impact must also provide a positive return, as such automation provides us an improved business model in Customer Satisfaction and employee attrition.