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Contact Center: The changes that arrived to stay

Teleworking, cloud solutions, and the use of Artificial Intelligence are three factors that are increasingly mentioned in contact centers and their goal of providing a high-level customer experience. Although these elements have been making their way within contact centers and organizations for some time, the pandemic made them a permanent necessity.

The start of the spread of Covid-19 from the city of Wuhan, China, and the unexpected global pandemic, as one of its innumerable consequences, contributed to a 180-degree turn in the role of contact centers.

The strategic importance of contact centers is a growing priority for organizations. While online businesses can grow by giant steps and many organizations undertake digital transformation processes to adapt to the needs of the current market,the majority of customers prefer to solve their requirements remotely through different devices. For example, when it comes to making purchases, according to a study by the CEX Association, 50 % of the turnover of the business sector depends on omnichannel customer service.

With the coronavirus, this context escalated to become a huge challenge for all types of businesses: small, medium, and large. With the return of people to their homes, restrictions on mobility and contact, as well as the high demand for services and products, a kind of “contact center boom” originated. Organizations must provide solutions to enable exceptional customer experiences from any channel, no matter how high the demand.

According to Deloitte research, standard contact center operating models were not "flexible enough to deal with highly unpredictable events" such as the pandemic. Organizations had to put themselves in the shoes of their clients, and resort to innovation and the understanding of the environment to adapt their services and even create new ones.

wolkvox views the following as the top 3 contact center transformations that will not go away once the pandemic disappears:

1. Teleworking modality for customer service agents
It is a fact that both employers and employees of any type of organization discovered a series of advantages when working from home or from anywhere in the world during the pandemic. This is reflected in the research seven myths between you and the hybrid future of work by the consulting firm Gartner, which points out that when analyzing the performance of 5,000 employees who worked remotely and with flexible working hours, 55 % of them were more productive than under working normal conditions.

The case of contact centers is not an exception. Companies have understood that it is not necessary to have physical office facilities to host hundreds of employees, as long as they can access the technology remotely without any difficulty from their computers. Additionally, with tools like Horus from wolkvox, companies are well aware of how productive their employees are working remotely. There will continue to be greater flexibility and options around requiring them

2. The companies prefer cloud contact centers
In order to deploy customer service operations remotely companies need to make customer service operations more efficient. The pandemic demonstrated that it also allows autonomy over their progressive adaptation by having a common place for all their service customer interaction channels in an omnichannel environment.

In this sense, by 2024, at least 45 % of the IT-related expenses of companies will be invested in cloud services, according to Gartner, and it is vital that companies find a partner in these services, which would enable them to quickly and easily access all their service channels from the same platform. The wolkvox Diagram Studio allows you to configure omnichannel routing engines by simply dragging and dropping graphical components.

"Before, buying and installing all the functionalities of a server was a process that took between 30 and 40 days. With Covid-19, there was no respite, the processes had to be immediate not only when acquiring solutions in the cloud, but it was shown that they can effectively automate and accelerate the implementation of their goals", explains Mauricio Arias, leader of Design Op at wolkvox.

3. The humanization of Artificial Intelligence leads to a better Customer Experience
With the pandemic, companies understood that their contact centers must be "humanized" because this is where the relationship they want to have with their customers comes from. “The Covid-19 pandemic has been a wake-up call for contact centers around the world, a stark reminder that even in today's increasingly digital world, human interaction can be a necessity rather than a luxury”, Deloitte notes in a recent report.

Facing this situation forced the contact centers and agents to adopt the word "empathy", putting themselves in the shoes of the user to know how to interact and provide satisfactory responses to their requirements. A fundamental component of customer service is to make the user feel that there is a person like him on the other side of the channel, even when it comes to bots. That is the function of the wolkvox TTS, a tool that with artificial intelligence allows converting texts into audios with 100% personalized voices and with a very natural tone not only to provide the best experience but also to convey the brand identity.

These three elements mentioned have taken on unprecedented importance to respond to today's customer demands to access services at any time and from anywhere in the world. It is undeniable that they are here to stay and this will take customer contact centers to the next level.

The wolkvox portfolio is prepared to face these transformations. We welcome you to discover our solutions!

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