The article provides an example of a Canadian telecom giant that saw significant improvements in cost reduction, agent retention, and cross-selling activity by implementing tech tools in their contact centers. It advises companies new to tech adoption to evaluate their needs, handle changes carefully, choose scalable solutions, and communicate effectively with stakeholders. The article concludes by stating that embracing innovation in customer service is a necessity for organizations striving to stay ahead and provide unparalleled experiences to their customers.
Key takeaways:
- Adoption of technology in contact centers can lead to faster resolutions for customers, improved customer experience scores, and greater employee experience and retention.
- Advanced tools such as AI-powered predictive smart responses, Robotic process automation (RPA), and real-time sentiment analysis can empower agents to deliver superior customer experience.
- Investing in adequate training and access to a dynamic “knowledge base” for agents can enhance job performance, track changes in customer interactions in real time, and ultimately reduce turnover rates.
- Companies new to adopting technology should evaluate their needs, handle changes carefully, choose scalable solutions, and have effective communication to gain support for the adoption of a new tool.