At the Future Contact Center Summit, hosted by the International Quality & Productivity Center (IQPC), attendees from Kodak Alaris met with several contact center executives from a range of industries. Here are the top three observations from our conversations at the event.
- Demand for omni-channel solutions is on the rise
Most executives expected to hear about voice communication solutions. They were pleasantly surprised to learn about new ways to handle the many forms of incoming text-based communication. As consumers change the way they communicate, they are challenging enterprises to do the same. Contact centers need to develop more efficient ways to manage inbound text in the form of social, web, e-mail, and chat. And there are proven solutions available that can help contact centers solve this challenge.
- Artificial Intelligence drives automation and efficiency
Contact center agents handle a lot of inquiries manually. Connecting the dots between different types of communication from the same customer, and referencing several legacy databases to get answers delays quality responses. A major development to better manage this challenge is artificial intelligence—software that automatically reads, understands and processes unstructured text. AI-based solutions can identify the nature of the request, route it to the best agent to handle it, and initiate an automated response where appropriate.
- 360-degree view of customer interactions
A 360-degree view makes a huge impact on first call resolution rates and increases customer satisfaction and loyalty. If an agent must access multiple systems or can’t access information that originated on paper, providing a quick and comprehensive response to customers is unlikely. The most common concern of contact center executives needing to replace their expensive solutions and repositories can be addressed with a solution that integrates all communication channels, enterprise systems and offers the most relevant information to the agent to provide a satisfactory answer quickly.
At the Future Contact Center Summit, Rod Hughes from Kodak Alaris spoke with Sheri Greenhaus from CRMXchange. Read the complete interview at The Future Contact Center Summit Review – Part 2.
For Kodak Alaris’ recent announcement on how the Kodak Info Insight Platform is helping contact centers overcome the challenges outlined above, please read What Makes “Omni-channel” Work? Three Practical Answers for Today’s Contact Center Challenges.