technology

Disconnected? Disinterested? Not sure how everything fits anymore? These are often the sentiments expressed as working from home employees reshuffle pandemic style and adapt. Those who have worked at home know how hard it is to remain motivated and attentive throughout the entire day.

A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume. Delivering a personalised customer service experience is also critical to cater to customer preferences which can be achieved much easier by implementing the latest and greatest technology rather than trying to use workarounds in some of the older systems.

The expectations of customer service experience have amplified making it important for managers to adopt new engagement techniques.

In a time when digital transformation is in full flight, it’s important to remember that people play an equally important role as the solutions you deploy.

The quality of service and efficiency of how a contact centre is run directly impacts its ability to be successful. Technology is always advancing so to remain competitive it is important for every organisation to regularly review the systems and processes.