Changing Customer Behavior Impacts Contact Centers and Creates New Demands for the Customer Experience
Summary
Automation such as IVR and chatbots provide benefits to customers and contact centers, speeding service delivery whilst removing routine tasks from agent queues, so they can handle more complex issues. Workforce Management has been key to forecasting for changing traffic peaks and helping centers make sure they have the right people in place at the right time to answer customer enquiries. Employee engagement is a critical need in the shift to remote working, and many centers are showing an increased interest in Gamification tools to keep agents up-to-date on new information and connected with their team and their goals. Tens of thousands of agents at client installations worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of inbound, outbound, and omnichannel contact processing, strategy planning, resource management, and compliance tools for companies of all sizes.