July 10, 2015
A modern contact center infrastructure takes advantage of cloud technology and advanced analytics tools that promote speed of service as well as insight into customer needs and behaviors. Some larger centers might already be there, but smaller companies might just be starting to delve into these technologies. SearchCRM sat down with Bob Furniss, customer care practice director at consulting firm Bluewolf, to discuss these trends and others that emerged at the 2015 ICMI Contact Center Expo and Conference in Orlando, Fla., May 4-7.
Moving to the cloud: Companies saddled with on-premises data are exploring cloud technology, which was the biggest trend at the ICMI Expo, according to Furniss. He said that users are attracted to the fast computing power the cloud offers, which can speed internal processes and timely customer service.
Omnichannel and self-service: To achieve multichannel customer service, contact centers need to build a presence on multiple channels, including social media, a company's website, email and more. Furniss said the industry is starting to move a step beyond that into omnichannel service; that is, the "ability to make all of those channels work together with a smooth transition for the customer, whether they … visit the website, chat, or interact through [self-service] portals or communities." An omnichannel strategy's goal is to promote continuity between different channels, Furniss added.
