Contact Center Automation
Even though we are not yet through this crisis, we are beginning to see the framework for how we must all operate in this new world. Companies must consider how to increase the use of automation and messaging to reduce the strain of voice calls into their contact centers. Highly- concentrated contact centers must balance their operations between different geographies. And it is essential that every company develop new onboarding, performance management, technology, and security practices for a distributed workforce.
In a recent LinkedIn article “Customer Service Continuity and Lessons Learned During the Covid-19 Pandemic”, 7.ai CEO, PV Kannan shares how we were able to quickly activate our business continuity plans and outlines key recommendations for contact center leaders to action:
- Digital Channels and Automation Have Never Been More Important – learn how to introduce messaging as a primary channel, automate FAQs, or enable Voice-to-Messaging to divert callers with a self-service bot or a live agent.
- Geo-balancing of Capacity is Critical – even AI and automation technology need humans, read how PV Kannan suggests spreading agent capacity across different geographies and how distributed data centers ensure redundancy.
- Contact Centers Must Evolve – balancing automation, AI and HI is more critical than ever, PV Kannan shares the operational challenges ahead and ideas on how to overcome them including implementing automation like visual sharing, or issuing webcams for remote monitoring, reinforced security practices and new management processes.
Ultimately, contact centers must become much more automated and flexible in terms of how they deliver services.