3 Prevailing Contact Centre Myths and How to Banish Them

Myths written on blocks
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In the fast-paced world of customer service, contact centres often find themselves navigating through a maze of strategies and technologies to improve customer satisfaction.

But with the rapid pace of change and contradictory information everywhere, it can be difficult to see a way through the deluge of information. Here, we debunk three common myths to help you steer your contact centre in the right direction.

Myth 1: “I Need to Invest More in Digital Channels to Keep up With Demand”

While digital channels like email, chatbots and messaging platforms are undeniably valuable and popular, they shouldn’t overshadow the importance of voice interactions.

Voice remains the preferred choice for high-complexity and high-emotion interactions. Customers often seek connection and understanding during these moments, making voice interactions crucial for building trust and rapport.

The trouble is, many contact centres take time, resource and budget away from the voice channel in favour of digital, leading to long wait times and a worse customer experience on the phone.

You need to keep up your dedication to the voice channel to ensure customers get the positive experience they deserve in those moments that matter.

Join the masterclass on 1st May for tips on striking the balance across your channels

Myth 2: “I Should Implement Real-Time QA”

Real-time Quality Assurance (QA) or ‘agent assist’ tools are often touted as game-changers in monitoring and improving agent performance. However, they come with their own set of drawbacks.

Constant monitoring can create a stressful environment for agents, affecting their morale and performance and contributing to the idea of ‘Big Brother’ always watching them.

Moreover, agents can quickly become reliant on these tools, leaving them on the backfoot when Agent Assist can’t capture the nuances of customer interactions accurately, leading to misunderstandings and incorrect recommendations.

Rather than ‘setting and forgetting’ Agent Assist, contact centres should focus on supportive coaching (which you can bolster with AI and automation!) to nurture agent development.

Join the masterclass on 29th May: ‘The better alternative to real-time QA’

Myth 3: “Customer Surveys Are the Only Way to Collate Meaningful Feedback.”

While customer surveys have long been a staple for gathering feedback, they’ve begun to lose their shine.

Customers are fatigued by constantly being asked for feedback, lack incentive, and often, still won’t say what they truly think.

With advancements in artificial intelligence AI, predictive analytics can now anticipate customer sentiments and preferences with impressive accuracy.

By analyzing customer interactions, AI algorithms can identify patterns, trends, and areas for improvement, providing actionable insights without bombarding customers with surveys.

Want to learn more about this leading-edge technology? Join the masterclass ‘NPS surveys are dead. What’s next?’ on 26th June.

As contact centres strive to deliver unrivalled customer experiences, it’s essential to keep on top of new developments, balancing technology advancements with a human touch.

The masterclasses set out to help you do just that, homing in on some of these common myths to help you provide brilliant employee and customer experiences alike.

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: EvaluAgent

Published On: 29th Apr 2024 - Last modified: 1st May 2024
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