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Navigating Talent Initiatives, Cognitive Enabled Technology, Channel Orchestration

65% Of contact Centers are investing in Self-Service as a way to serve low-complexity, high-volume interactions in a low-cost channel (recent digital study by Deloitte).

Contact centers play a crucial role in delivering exceptional customer experiences. As the business landscape evolves, contact centers must stay abreast of key trends to meet the changing needs and expectations of customers. In this blog post, we will explore three significant trends shaping contact centers today: Talent Initiatives, Cognitive Enabled Technology, and Channel Orchestration.

1. Talent Initiatives:

Contact centers are facing a pressing challenge of staffing shortages due to a shrinking talent pool. To address this issue, many organizations have embraced remote work programs that were initially implemented during the pandemic. These work from home initiatives have proven successful and are now becoming a permanent feature for contact centers. By allowing agents to work remotely, organizations can tap into a broader talent pool, breaking geographical barriers and attracting skilled professionals from diverse locations. This shift in talent initiatives enables contact centers to maintain efficient operations while providing flexibility and improved work-life balance for their workforce.

2. Cognitive Enabled Technology:

Technological advancements continue to shape the contact center landscape. One notable shift is the transition towards cloud-based solutions. Cloud-based technologies offer scalability, flexibility, and cost-effectiveness. Contact centers are leveraging cloud-based platforms to streamline their operations, enhance customer interactions, and optimize resource allocation. Additionally, voice and text analytics have emerged as powerful tools for contact center leaders. By analyzing and monitoring a vast number of customer calls, these analytics solutions provide valuable insights into contact quality, allowing leaders to make data-driven decisions for process improvements and enhanced customer experiences.

3. Channel Orchestration:

Customers today expect a seamless and personalized experience across multiple channels. To meet this demand, contact centers are adopting channel orchestration strategies. Low complexity contacts are being routed to self-service channels, empowering customers to find answers quickly and independently. Simultaneously, contact centers are implementing right channeling strategies, aiming to engage customers in the channels that best suit their preferences and needs. This approach helps optimize resources, improve customer satisfaction, and reduce resolution times. By effectively orchestrating channels, contact centers can create cohesive and consistent experiences, regardless of the communication channel chosen by the customer.

As contact centers continue to evolve, it is crucial to stay informed about the latest trends shaping the industry. Talent initiatives, cognitive enabled technology, and channel orchestration are key areas that contact center leaders should focus on. Embracing remote work programs, harnessing the power of cloud-based solutions, leveraging analytics tools, and adopting effective channel orchestration strategies will enable contact centers to thrive in a rapidly changing business environment. By prioritizing these trends, contact centers can deliver exceptional customer experiences, drive operational efficiency, and stay ahead of the competition.

Matt Slonaker Founder & CEO of M. Allen (M) 972.740.4300 (E) (W)

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