Any organisation which wants to remain competitive needs to use hardware, software and data to infuse itself, its employees, its products and services, and even its customers, with increased intelligence. But if your infrastructure isn’t up to the task and you’re not in a position to rip and replace your existing technology, how can you deliver the digital customer experience your customers are demanding by using what you already have?
What would you do to avoid losing £5.11 billion a year? According to Contact Babel that’s the cost to UK contact centre operators of the time agents spend navigating between applications during calls. With the technology to help solve the problem having existed for a number of years, a surprising number of companies still operate without a unified agent desktop environment.
In terms of managing contact centre operations, if you want to be able to do things like seamlessly manage interactions across multiple channels, route customers to exactly the right team or person, proactively engage customers to head off potential issues, personalise offers, and predict call volume patterns, then you’re going to need a modern self-service analytics suite.