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Five Challenges of Contact Center Leaders
December 17, 2016
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Five challenges facing Bank's Contact Center

Five challenges of Contact Center leaders

RISK MITIGATION & COMPLIANCE

Ability to mitigate operational risk and ensure regulatory compliance. For example ability to record voice/chat/screen capture. Today’s omnichannel, anytime, anywhere, any device communication has further increased the risk.

OPTIMIZATION

Ability to optimize operations with a focus on process, technology, and workforce utilization. For example, routing contacts to an agent based on various progressive attributes so that the capabilities of each agent are accurately exposed, bringing more value to the business. Reduce agent churn and improve customer satisfaction.

MEANINGFUL ANALYTIC

Use insight from the contact center, turning customer contact into a source for large-scale business decisions. For example use contact center data to deliver actionable intelligence in time to influence operational efficiencies and improve the customer experience.

OMNI-CHANNEL  JOURNEY

Customers move easily between online, mobile, telephone and in-branch experiences. They expect personalized engagement on any channel they choose, seamlessly transitioning across channels in an instant. Succeeding requires an incredibly agile customer engagement platform with the ability to integrate disparate information, people and processes that are often separated in individual silos.

VOLUME

Ability to reduce unnecessary calls and react to spikes in demand. By providing customers the ability to complete interactions in channel of choice, Banks can improve customer service and reduce unnecessary

About author

Ibrahim Sajid Malick

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There is 1 comment

  • Samuel Wong says:

    This is a good list. For us consolidation of call centers is also important. We are reducing number of outrsourced partner locations.

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