When people hear the term “contact center,” they picture a huge building with rows upon rows of service executives sitting at their desks, tired to the core, with headsets on and affirming customers on how important their call is to the company.
While this might still be the case for a few support teams, we have come far and beyond from the stereotyped role of customer support. Today, service teams are the front and center of an organization and the role of an agent is in a constant state of evolution.
According to recent CCW research, the contact center agent of the future is flexible. Traits like comfort communicating in all channels, handling different types of interactions without guidance, and the ability to master processes and complex products with ease were all marked as essential for agents moving forward.
Seems logical, right? The slow death of an historically volatile job. There is one small caveat though.
Currently, 91% of companies say that agents have to work across multiple screens and systems when supporting customers. Multiply this with the pressure of delivering fast responses, reducing handle time and improving CSAT - the road to agility needs to be built on a strong foundation of intelligent technology.
By leveraging cognitive technologies like AI, Machine learning and many more, you now have the ability to power connected, informed, personalized and agile agent workflows that enable your service heroes to work with a sense of freedom, and power the contact center of the future.
Sounds interesting? Watch this on-demand session where Vishal Sharma, CTO, SearchUnify, sheds light on the evolving role of a service agent & the role of cognitive technology in powering the next generation of contact centers.