Deloitte's Global Call Center Survey released mid-May polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years. Results show close to 90% of respondents named 'Improving Customer Experience' as a strategic focus, and all respondents said they are planning to invest in "Emerging Technologies".
Here are some highlights from Deloitte's Global Call Center Survey:
Overall, results show we're trying to drive more accurate and efficient service, by integrating systems, using data and technology to support omni-channel operations, and better developing workers to elevate interpersonal experiences. In short, it's about harmonizing our people practices and processes with our business intelligence and our technology tools! And this is where AI and machine learning can play a huge part in evolving operations to meet these new complexities - integrating data, standardizing workflows, and automating tasks, tracking and follow-through.
The future of success in your contact center is contingent on how you impact performance in ways that are both immediate and sustainable. And it doesn’t matter whether your agents are on-site, at-home, full-time, part-time, or temporary – you must deliver on performance.
Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!
Melissa Pollock Customer Success at AmplifAI