What will the contact center of tomorrow look like?
As the trend of remote work was already underway, particularly driven by homeshoring, in the customer relationship sector, the health crisis we have been experiencing since 2019 has significantly accelerated this process across every industry. The contact center of tomorrow could therefore incorporate this conjunctural accommodation into a new organization in its own right! Meanwhile, the increasing digitalization is the second marker of a sector in constant evolution. Beneficial for both agents and clients, home office continues to revolutionize the world of customer relationships. To adapt to this growing trend, implementing robust customer relationship management tools is essential. Omnichannel, artificial intelligence, augmented agent... What will it be like in the coming years? Companies will need to break the established codes while developing an omnichannel organization, embracing the latest AI technologies aimed at improving the customer journey... and above all, internal efficiency!
A generalization of remote work with nuanced advantages...
First and foremost, of course, let’s emphasize the flexibility of this organizational mode. The agent remaining operational from home: it ensures the continuity of customer relationship management services regardless of external factors.
The only downside (and not the least), many companies where remote work was virtually nonexistent had to adapt overnight to this new trend. Left to their own devices, tele-advisors no longer know who to turn to or how, to obtain clarifications or assistance, and when to communicate.
This naturally leads to delays and blockages significantly impacting the strict daily objectives these advisors must adhere to in every detail. Moreover, isolation, lack of confidence due to the difficulty of accessing a supervisor's advice and the isolation often felt are significant barriers to the good efficiency of a remote customer relationship center.
The result? A significant stress for tele-advisors and a growing irritability among increasingly impatient clients, furiously waiting for quick and effective responses to their requests.
An increasing digitalization serving new needs
The role of digitalization in the contact center of tomorrow cannot be ignored. It profoundly transforms the landscape of customer relationships across several major aspects:
The tools of the digital workplace, especially the cloud, which ideally allows remote workers to regain their entire working environment at home,
Virtual assistants like conversational chatbots and voicebots play an enhanced role, continuously providing more fluidity and increasingly improving the customer experience.
Finally, marketing practices are put to serve the customer experience. For example, omnichannel provides consumers with a unified journey and allows them to gain autonomy. These practices have moved from being emerging to becoming essential, as the health crisis propelled e-commerce to the forefront of consumption habits.
The primary interest is to deploy new secure tools compatible with remote work in real time, to better lead and guide tele-advisor teams, to easily access performance data, and thus significantly increase the quality of service offered to clients. Far from being a simple concept, such an approach is now within everyone's reach and should develop on a large scale in the years to come!
Moreover, in this rapid evolution, artificial intelligence continually demonstrates its contribution on a daily basis. It thus helps to optimize support through automation of responses provided to clients.
The same goes for tele-advisors. Indeed, their role within contact centers is evolving and gaining importance as they hold an irreplaceable human added value. By entrusting recurring and low-value requests to conversational assistants, agents can focus on more elaborate exchanges. The augmented advisor thus concentrates on requests that require fine and precise understanding and emotional intelligence that AI can never offer.
And tomorrow, virtual reality could further disrupt the customer experience offered by brands and profoundly transform customer relationships...
With ViaFlow, prepare your customer relationship for the challenges of tomorrow
ViaFlow is a platform that allows for native handling of all customer relationship channels, both synchronous (voice, live chat) and asynchronous (SMS, MMS, email, social networks, etc.) within a single interface! Everything your teams need to work in optimal conditions, on-site or remotely.
ViaFlow is indeed fully accessible remotely in a completely secure manner, and with a low material footprint. With the added bonus of hybridizing artificial intelligence and emotional intelligence to facilitate the agent's work and the client's experience.
Do you want our experts to assist you with your customer relationship needs? Don’t wait any longer, contact us!
