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CIO Applications Weekly Brief

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Editor's Pick (1 - 4 of 8)
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Omnichannel, Next-Gen Tech and Engaged Agents Converge to Drive Superior CX

Omnichannel, Next-Gen Tech and Engaged Agents Converge to Drive...
Michael Ringman, CIO, Telus International

Role of Cloud in Contact Center

Role of Cloud in Contact Center
Jeff Linden, SVP of IT and CIO, Red Roof Inn

Contact Center - Trends and Opportunities

Contact Center - Trends and Opportunities
Supantha Banerjee, CIO, PSC Metals, Inc.

Digital Consumerism Changes the Face of the Contact Center

Digital Consumerism Changes the Face of the Contact Center
Randy Holl, CIO, Contact Solutions, a Verint Systems Company

Unclogging the Branch and Call Center Traffic Jam

Unclogging the Branch and Call Center Traffic Jam
Edward Vidal, Director IT Service Management Office, Memorial Healthcare System

The Touch of Magic to Transform Contact Centers

The Touch of Magic to Transform Contact Centers
Lexi Emmons, Sr. Director, Customer Experience, Bright Horizons

How to Leverage Data Science to Provide Insanely Great Customer Experiences in Any Industry

How to Leverage Data Science to Provide Insanely Great Customer...
Dr. Mark Wang, Chief Data Scientist, Alorica

Three Ways Contact Centers can Shape Customer Experiences

Three Ways Contact Centers can Shape Customer Experiences
Preston Rogers, Assistant VP, Customer Contact Centers, Unum [NYSE: UNM]

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Three Contact Center Trends Improving Customer Experience

By CIO Applications| Monday, February 08, 2021
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Cloud hosting is one of the critical developments in contact centers, offering increased scalability and near-instant access to new features, but it is not easy to switch from an on-site contact center to a cloud-hosted one.

Fremont, CA: Call centers today are far from the traditional call centers of yesteryear; they implement technology such as AI, chatbots, and cloud computing to enhance the experience of customers. The practice in which agents managed customer service exclusively by inbound and outbound calls used to be call centers. Contact centers are now more common and provide several communication channels, such as instant messaging, chatbots, and interactive voice response systems.

Let us look at three contact center trends improving customer experience:

Enhance the contact center agent experience

top cloud solution companies

Traditionally, many issues have been faced by contact center agents, such as low wages, insufficient space for internal career development, and lack of coaching. These factors possibly led to high turnover rates among the agents of the contact center. Another development in contact centers is an increased attempt to enhance these interactions.

These initiatives include enhancing pay, investing in analytics of agents, increasing coaching, and creating live agents' more secure, long-term career paths. Some organizations aim to empower agents with gamification systems that enable weekly badges or gift cards to participate.

See Also: Top Contact Center Solution Companies

Cloud contact centers

Cloud hosting is one of the key developments in contact centers, offering increased scalability and near-instant access to new features. Still, it is not easy to switch from an on-site contact center to a cloud-hosted one.

If companies decide that a successful move is a cloud contact center, they must choose the correct software. Key skills also include monitoring, staff management, call flows, and transaction routing, both in real-time and after-the-fact. Businesses must then decide the contact center use cases and a pricing scenario, and a cloud contact provider that matches those criteria must be identified.

Chatbots

When a customer wants assistance that can be done by only a person, chatbots can facilitate by moving the customer to the right live agent, offering suggestions for the next move, or performing research in the CRM system, providing solutions to a live agent. The quality of service is probably the most significant advantage of chatbots. Chatbots will help customers 24/7, which can mitigate concerns about contact center staffing.

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Cloud Computing

Gamification

Customer Experience

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