{"id":17300,"date":"2021-03-16T11:00:01","date_gmt":"2021-03-16T11:00:01","guid":{"rendered":"\/gb\/en\/blog\/?p=17300"},"modified":"2021-07-22T14:08:56","modified_gmt":"2021-07-22T13:08:56","slug":"turbo-charging-cx-contact-centre","status":"publish","type":"post","link":"\/gb\/en\/blog\/turbo-charging-cx-contact-centre\/","title":{"rendered":"Turbo Charging CX in the Contact Centre"},"content":{"rendered":"

Perhaps there has been no other year when the contact centre<\/a> played a more pivotal role in the delivery of customer experience<\/a> (CX). With the unprecedented surge in calls due to the global pandemic, call centres have not only had to adjust to having the majority of their agents work from home, but also in maintaining the level of customer experience that consumers expect.<\/span><\/p>\n

Knowing that the contact centre\u2019s intersection with the customer is a crucial touchpoint for the delivery of CX is nothing new. The ability to perform at the highest level was certainly put to the test over the past 12 months. However, leading companies are now looking at 2021 as a way to advance this to the next level. And they are looking at doing this through the use of artificial intelligence (AI).<\/span><\/p>\n

If you enjoy the sci-fi genre of movies, you may believe that AI is going to supplant humans in the very near future. While this is a fun indulgence from an entertainment perspective, we are a far cry from replacing human interaction. However, AI can certainly improve agent performance and in so doing help deliver an improved experience for your customers.\u00a0<\/span><\/p>\n

As we look ahead to 2021, here are a few ways you can turbocharge CX in the call centre through the use of AI.<\/span><\/p>\n

Use AI to enable chat\u00a0<\/b><\/h2>\n

If you’re like me, nothing kills the experience of needing support like having to pick-up the telephone, spend time in the IVR<\/a> phone tree, selecting your issue, entering in your account number only to arrive at an agent, and being asked to explain your issue and give them your account number.<\/span><\/p>\n

One of the most effective ways that organisations can help their customers avoid this challenge is by enabling chat powered by AI. I know that you may be thinking AI-enabled chat has a long way to go. I agree…to an extent. I do not believe for complex needs that AI chat should replace humans. However, there are a number of use cases where AI chat can be quite effective. In fact, chat is the preferred method of engaging the contact centre <\/span>according to the statistics published by 99 Firms<\/span><\/a>, and meeting your customer\u2019s needs and expectations while making support frictionless should be at the top of your 2021 list.\u00a0<\/span><\/p>\n\t\t