Mankind’s relationship with technology has been one of contrasting outcomes: it’s put us on the moon, simplified the way we communicate, speeded up ability to learn and shrunk the world to make it more accessible to an ever growing population. On the downside, it can often be very frustrating; lost connections, system crashes, incompatibilities, or inability to access data when and where we want it.
The highs and the lows of technology in contact centres are no different. On the upside it’s enabled us to route calls quickly to the right people, capture customer feedback and act on it, and report on performance in real time. On the downside, no matter how much effort is put into designing applications, most managers still feel their systems are either inadequate now or will be redundant in the very near future. The Global Contact Centre Benchmarking Report tells us fewer than one in five (19.6%) of contact centre professionals believe their multichannel routing application systems will support their organisation’s future needs. And just 57.6% believe multichannel routing systems are sufficient now.
Why is it so hard for contact centres to get what they need to serve customers effectively now and in the future? One aspect often overlooked is the process for specifying and designing technology solutions. Again the Report tells a story; 40% of contact centre managers have no or limited involvement in technology solution design for their operations and nearly half don’t get involved in evaluating or sourcing the solutions. Perhaps if IT and Customer Services spent more time together working out what was required, there would be less of a concern regarding the efficacy of their technology to serve customers now and in the future. Read more in the Global Contact Centre Benchmarking Report