Change is the only constant in the contact center. It’s a landscape in constant flux. Interactions once conducted on traditional channels like voice, email and standard IVR are moving to more manageable, lower-cost alternatives like chatbots, VPA (Alexa) and WhatsApp.

But with rapid technological advancement, the pace of change is accelerating.

It’s predicted by Gartner that organizations will have to address no fewer than 12 emerging and immature channels by 2022 compared to typically three or four today.

Managing multiple channels is already a top contact center challenge — so how can organizations enable their agents to move easily from one channel to another when there are eight or twelve instead of two or three? 

Perhaps the more important, broader question this: 

Has your organization prepared your agents for the new normal of customer service work, when bots and AI have siphoned off the easiest interactions and left agents handling only the most complex?

More channels means agents will need more help, and if your methodology is poorly thought out, the benefits of newly implemented technology will always be offset by the cost of unintended consequences. 

To help your organization better enable customer service agents, I wanted to share two recent webinars I led with Contact Center Network Group (CCNG). Both will help you future-proof your processes and arm your agents with the right tools to provide great customer engagements even as the nature of customer service work changes. 

Enabling Your Agents in the Age of the Customer

In this webinar you will learn how to:

• Match the customer to the right agent
• Centralize data and reduce the overwhelming number of screens
• Automate mundane, repeatable tasks

                        Listen to the webinar

Helping Your Agents Manage the Expansion of Customer Channels

In this webinar you will learn how to:

• Help agents deal with multiple channels
• Ensure seamless transition from failed bot to agent 
• Overcome silos                     

                        Listen to the webinar

About Aria Solutions

Aria Solutions is a customer engagement center solutions company that helps some of the world’s biggest organizations achieve unified customer engagement centers free of silos.

Over the past 22 years we have empowered 550,000 agents and completed over 1,200 successful projects, collaborating with our customers to help them achieve their business goals and find better ways to serve their customers.

Visit our about page to learn more about Aria Solutions or contact us today if you’d like guidance on how your organization can overcome your contact center challenges.

Thanks for reading!