Convenience. Simplification. Transformation. These are all terms that likely ring true within the minds of any entrepreneur seeking to improve the technology driven customer service component of their business. The ideal contact center is one that provides quick access to information, a convenient structure that cuts down on any inconvenient wait times for clients, as well as a sense of flexibility that gives the organization in question room for vertical and horizontal growth. Algo Communication Products Ltd. is proud to drive innovation in these fields, and enjoy providing our customers with the cutting edge technology required to do it. Contact centers, which have long been a staple of the business world, have recently gained a new found sense of relevance thanks to ongoing digital transformation, and, in the article below, we intend to address some of the upgrades and alterations that are continuing to push many industries forwards.
First things first, it is important to address which individuals within an organization are being affected, and therefore help push forwards, the nuances of digital transformation within the contact center. In our experience, we have noticed that Chief Marketing Officers, Chief Experience Officers, VPs of Customer Service, and any other external-facing roles tend to be the ones who base their business priorities around the customer experience. If someone reaches out to Algo for an upgrade in this sector, it is typically someone who fills one of those positions.
One of the most pertinent buzzwords that surround the advancement of the contact center is ‘simplification’. This type of transformation is occurring at an unchecked speed that has never been witnessed before in the business world. Companies constantly need to adapt to emerging technologies such as AI and the looming omnipresence of the Internet of Things. As these innovations continue to unravel, there is a simultaneous need to simplify the technologies’ use for both agents and customers. Things such as automated workflows and the ability for IT to quickly re-design and customize the systems when necessary are invaluable, and can help prevent lots of confusion for all parties involved.
When making technology purchases and upgrades within the contact center environment, one should always lean towards systems that are open, scaleable, and flexible. These characteristics provide an overarching construct of adaptability that is imperative when pursuing strategies that utilize even more advanced devices. Algo works alongside our clients in order to forecast future endeavors, and have truly internalized the aforementioned principles within our agile services. The future of customer experience is always unwritten; therefore these terms should always be taken seriously.
The final foundation of the future of the customer experience center is probably among the first precepts that spring to mind: speed. As was recently discussed at the Avaya Innovation Lounge at Call Center Week, the need for faster and faster systems is one of the biggest tropes that push innovation- and competition- forwards. The rapidity of which a customer and representative can connect and do the work that needs to be done is imperative, and is ultimately the biggest thing that shapes the overall customer experience. Since 1968 we have continued to shape the meaning of ‘speed’ within the context of our clients’ businesses, and continue to do so today. As the customer experience center evolves, we are determined to evolve with it, all while providing our customers with premium services and upgrades. If you wish to learn more about how technology is re-shaping contact centers, or want to inquire about upgrades for your own enterprise, then don’t hesitate to give one of our fantastic representatives a call.