If you had a limited budget and could introduce only one new customer service technology into your contact center, what would it be? Here’s how some pros answered.
TechSee makes call center technology, so they are keenly interested in how their target market views the direction that technology is taking us — and should take us. They were kind enough to include me recently in a group of “customer service icons, up and coming industry analysts, as well as active high level executives,” to provide followers with a peek at our wish lists.
They posed an interesting question: If you had a limited budget and could introduce only one new customer service technology into your contact center, what would that solution be, and why?
For me, it would be something that would let me move operations to the cloud, or at least something that can be integrated with the new generation of cloud-based APIs. As I wrote for TechSee,
“When this happens, technology becomes much more flexible and accessible. It can then be moved around with ease, while agents and customers are accessing every aspect of it from anywhere. This will then offer customers new communication options and give front-line employees the tools that will help them provide better resolutions and improve customer satisfaction.”
Our industry is defined by the way we view things. When we split our work into different channels, we end up with the work segregated into various silos. So rather than seeing the world in a Technicolor mix, we tend to see it in separate blocks of primary colors. I want to see us break down those divisions so we see one unified interaction with customers.
Other contributors had ideas in this vein, but different solutions in mind. TechSee summarized:
“Most of our experts seem to agree that the underlying issues that need to be addressed in customer service are improving the customer’s overall experience, being more approachable and coordinated across more channels and improving self service as a way to the future.”
Technology never stands still. As 2017 unfolds we’re sure to see some products that point in the right direction. Callzilla will be on the lookout to see which ones prove reliable and helpful.
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