Put your Contact Centre Staff Back in the Driving Seat.
Jolyon is Co-Founder and Commercial Director of Ciptex. He has over 15 years’ experience helping organisations enhance their contact centres effectiveness, both from a customer and agent perspective. Familiar with the latest cloud technologies he has worked with a range of blue-chip and start-up organisations, helping design and implement contact centre technology in the UK and internationally.
Consoles are giving and more immersive experience for gamers. TVs get more extensive, real-life steering wheels, pedals and gaming chairs. They provide the user with more control and feedback, make it easier to game, and I am sure on many Christmas lists recently.
I am sure gaming chairs are perfect for work video calls; I long to swap my kitchen chair when working from home.
So why is any of this relevant to a blog about contact centres?
Digital communications take-up has accelerated since March, as businesses find new ways to keep in contact with customers. Hard-working contact centre staff often had to relocate to homeworking at short notice, and still be on top form to help their customers.
Much of the focus is on the customer experience and how digital gives more channels to contact businesses.
Like the console at home, how can we give those agents the best experience — staff are any contact centre’s most valuable asset?
These new contact channels should give agents more ways to successfully do their job. For example, “conversational” channels like SMS and WhatsApp allow a customer problem to be resolved at the right pace, and not trying to fix it in one hit on a single phone call or webchat.
Video chat is now a reality. A call or message can be enhanced to video chat. If an agent can see through the customers’ eyes (via the smartphone camera), think how much easier that is than describing the damage to a car, or correctly connecting up a home router. The video makes remote engineering virtual visits possible, keeping all staff and customers safer.
The programmable agent desktop means more dynamic information, perhaps live feeds from marketing campaigns or web visit history, the equivalent of that head-up display.
We have created RACE, so any organisation can access the latest digital contact centre technology, deliver a great customer experience, and ensure their staff have a great experience and are firmly in the driving seat.
