We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. And there’s no going back.
At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on. Our solution: educate centers on the power of Automation and empower agents to use technology to their advantage. Along the way, we learned a lot about the obstacles customers and agents face today. We also learned where automation can make the biggest impact.
Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive. We gathered these insights from 12 months of webinars and roundtable discussions with our customers.
10. Make Legacy Tech Work Smarter. Low-Code Automation Can Help.
In our recent CCW Poll – Virtual Event, all respondents reported working from home throughout the pandemic, either entirely remotely or in some hybrid form. Half of these cited struggling with legacy software as a major pain point.
What is the Biggest Challenge You Faced During COVID-19?
- 50% Transition to work-at-home with legacy technology
- 25% Lack of self-service options
- 13% High Call Volume
- 13% My contact center is not in the cloud
- 0% Security issues with Agents at Home
14 CX Leaders Show You How to Harmonize Silos and Elevate CX With Contact Center Automation
9. Drive Agent Satisfaction to Drive Customer Loyalty
Did you know: 56 percent of agents reported their intention to quit in the future? Getting the employee experience right is crucial to developing and retaining top talent. Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by:
Designing employee and customer experiences to align common outcomes
Educating, engaging and empowering employees
Basing automation tech “success” on the employee experience
Getting rid of outdated EX metrics and KPIs
Make Every Agent Your Best Agent With
AI & RPA Powered Real-time Agent Assist
8. Manage High Call Volume With Guided Digital Self-Service
In the early days of the pandemic, inbound call volume spiked significantly. However, more than a year later 71 percent of respondents still reported sustained spikes even as states and businesses continue to reopen.
Call Volume During COVID-19
We continue to experience significant spikes above our pre-pandemic norms
We experienced significant spikes at the beginning and have now settled back to pre-covid levels
We have experienced an overall drop in inbound volume
Our inbound volume has not changed throughout this pandemic
Direct your Callers to Effortless Digital Customer Service With Visual IVR
7. Make Onboarding Simpler
We polled attendees of our Knowledge Management Vs. Knowledge Automation webinar on how they viewed agent onboarding. Most stated that it took anywhere from one to several months for an agent to become proficient. The biggest obstacle to speedy onboarding: complexity. Agents were overwhelmed by the business, products/processes or customer-interaction technology. Automation can cut onboarding time by freeing agents to focus on higher priority interactions.
4 Ways Knowledge Management is Failing Your Call Center
6. Look for Industry Expertise and a Track Record of Success
Out of companies searching for a contact center application vendor, half of respondents stated expertise was the most important trait. For more than three decades, Jacada has led the field in automated self-service solutions and agent-assisted automation solutions, creating more meaningful customer interactions worldwide.
Most Important Vendor Trait
Expertise in vertical
Time to Deploy
24 Contact Center Automation Case Studies that Reveal Game Changing AI and RPA Strategies
5. Augment Call Center Agents With Digital Assistants
We followed our webinar, Crack the Code on Contact Center Automation: Top 5 Agent Assist Tools for 2021, with a poll on agent tool accessibility—and the result was stark: three quarters of respondents did not believe their agents felt empowered with the tools they needed to deliver an exceptional customer experience. In short: having access to better tools—including intelligent automation—can lead to better interactions.
4. Strategize to Survive and Thrive in the New Normal
No doubt, many companies switched to “survival mode” at the start of the pandemic. However, as businesses—and consumers—adapted, outlooks improved. And with the global vaccine rollout now underway, many companies are taking a brighter look at the future and looking for new ways to invest in their post-2020 success.
Post-2020 Company Mindset
3. Make Knowledge Management Easily Accessible
In a poll from our webinar, Ask Me Anything About Agent Assist, the plurality of respondents (35 percent) said that they were relying on knowledge management as their primary tool for assisting their agents. When pressed about the current state of their knowledge management, respondents described decentralized systems with documents stored both online and offline—a source of frustration for agents needing information quickly.
2. Prevent Information Overload With Knowledge Automation
Contact center professionals attending our webinars during the past 12 months routinely identified information overload as a major pain point for successfully performing their day-to-day jobs. The problem: a kitchen sink approach to knowledge management that places the burden of finding relevant information on the agent. The solution: automated knowledge-sharing that quickly delivers the information agents need when they need it.
1. Bring the Service Back to Self-Service
Last September’s virtual event, Intelligent Automation for the Contact Center Demystified, underscored the value of automation to customer service: 52 percent of those polled reporting that self-service was a top priority for the future.
Top Focus Areas
Improve / add self-service options for customers
Reduce desktop complexities for agents
Save costs anyway I can
Migrate to cloud solutions price
While few people are eager to relive the past 12 months, the lessons they taught us in remote customer interaction will have implications for years—if not decades—to come. Jacada can help you stay ahead of the change with tools that help your agents do more and the hands-on support you only get from a dedicated industry expert. Request a demo of our automation solutions today, and see what we can do for you.
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