4 Key Technology Considerations for Contact Centre Remote Working

Voci Technologies discuss how your contact centre can take care of business, even when most of your agents may be currently working remotely.

1. Can We Use Analytics to Reduce Failure Demand?

Now more than ever, it’s imperative that your agents provide outstanding customer experiences.

Using speech-to-text technology to transcribe live and recorded inbound and outbound calls into accurate text enables your organization to analyse customer satisfaction and act on possible areas of concern.

It’s a fascinating look at what customers are saying and how their opinions evolve as they interact with you, and – more importantly – knowing this can help you to take action to reduce failure demand.

2. What Benefits Could a Visual Voicemail Solution Provide Us With?

While in crisis mode, call volumes have skyrocketed for contact centre agents.

As expected, not every call is going to be taken as it comes in. Fortunately, a visual voicemail solution helps your agents keep up with the demand.

A visual voicemail solution accurately transcribes voicemail messages, plus it enables agents to search text for keywords so they can respond to callers promptly and effectively.

3. Are We Doing Everything We Can to Protect Sensitive Data?

Every industry has requirements unique to its business operations, but the COVID-19 pandemic has put the spotlight on three industries in which failure to deliver on the customer experience is not an option.

In healthcare, listening to patients is fundamental. Insights could be gained from patients’ calls that not only help determine trends but also improve their recoveries.

Insurance companies specializing in healthcare have an exceptional opportunity to deliver superior customer service to policyholders while learning how to better manage costs.

And given the recent volatility in global markets, financial firms need to better understand how comfortable investors are with risk to deliver a superior customer experience.

What else do these three industries have in common? The need to adhere to governance, risk management, and compliance (GRC) requirements, especially when they pertain to the handling of personally identifiable information (PII).

Your technology should be set up to help your organization stay in compliance and uses redaction methods to protect sensitive PII, PCI, and PHI.

4. How Comfortable Are Advisors With New Technologies and Their New Working Environment?

So how does an organization implement a successful work-from-home strategy for its contact centre agents and other employees?

Of course, one key area to focus on is the home office space.

This area needs to be uncluttered and clear from distractions (kids, pets, deliveries, etc.) that could be detrimental to interacting with callers.

The most successful remote workers are are often those that take the time to organize their workspace.

This is an important area to focus on, now that you have already implemented the fundamental technology.

But we must also think about how we are teaching advisors to use these new technologies and the processes and guides that we have rushed to put together for them.