The COVID pandemic has made clear what we’ve known for so long: the contact centre is about much more than your agent workforce, writes Natalie Keightley, Senior Director of Solutions Marketing at Avaya.
It’s about every employee across the organisation working to create an effortless and unified customer journey – not just in the contact centre but across all teams, departments and lines of business.
Achieving the common goal
It doesn’t matter what your title is, what your job duties are, or where you are located; we’re all working towards the same goal. Some things will need to happen to create this ‘context centre’. Most important will be enabling every employee with contact centre capabilities or technologies they can take advantage of. Everyone can benefit from intelligent routing to the right resource, conversational intelligence for real-time conversation transcription, or Artificial Intelligence-powered screen pops that help employees anticipate needs and deliver more proactive service.
Every employee in the organisation is an extension of the contact centre, and that means everyone should have the best tools to meet customers in the context of the service journey to deliver experiences that matter.
No one could have predicted what would happen in 2020, but we rose to the meet the challenge. Whether or not these predicted shifts happen, we’ll see the emergence of disruptive new ways of working and thinking that will profoundly impact customer and employee experience in 2021 and beyond.
