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The Contact Center of the Future: Seven Tips for Success

  • The Contact Center of the Future: Seven Tips for Success-

    Empower customers to answer simple questions on their own.

    When customers are empowered to go online and resolve simple queries on their own, the nature of the live agent role changes completely. The live agent of the future will only engage in "high-touch, high-value" problem solving. In this environment, as call volumes go down, average handle time (AHT) may go up as complicated, high-value conversations become integral to delivering the kind of personalized live support experience that locks in customer loyalty.

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The Contact Center of the Future: Seven Tips for Success

  • 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9
  • The Contact Center of the Future: Seven Tips for Success-2

    Empower customers to answer simple questions on their own.

    When customers are empowered to go online and resolve simple queries on their own, the nature of the live agent role changes completely. The live agent of the future will only engage in "high-touch, high-value" problem solving. In this environment, as call volumes go down, average handle time (AHT) may go up as complicated, high-value conversations become integral to delivering the kind of personalized live support experience that locks in customer loyalty.

Driven by the explosion in communication options and widespread customer acceptance of new digital self-service channels, the era of the traditional call center has well and truly passed. The call center is no longer the first port of call for consumers who want fast answers to simple questions.

Today's customers are increasingly using Web, social and mobile channels as their first contact point with businesses. Virtual agent technology provider IntelliResponse offers seven tips to help customer service leaders in the contact center, not just to avert death but to become a vital part of the multi-channel customer experience.