Mobility will change contact centres

There are three main areas where mobility can positively contribute to removing obstacles, or straightening the line, to excellent customer service in Call Centres. Although the physical contact center is still alive and will be for a long time, home-working agents have also increased in the last few years. Also, consumers and customers have changed their way to communicate with agents using more social media and live chats on mobile.

#1 – Agents on the go

Although agents working in Contact Centres are most of the time sit at their desks with headsets in front of a screen, they still need to be able to collaborate instantly, regardless of location. Many Contact Centre managers have adopted new solutions to allow agents to be more flexible during working hours using tablets, smartphones, and apps on the go. Mobility is the key to any businesses that want to be competitive and improve customer loyalty. Agents who use mobile phones and applications can easily get online during disasters when other facilities may not yet be operational and can instantly reply to a customer when away from their desk.

 #2 – Busy Supervisors

Contact Centre managers are constantly on the move. They need to have a view into their operations wherever they are – at home, in the car, in their office, in a meeting, or off-site. They need to be able to see what is going on in real-time and this is possible only with applications for tablets and smartphones. Supervisors need to monitor and analyse workload and interaction volumes, analytics and report in just a few seconds. They can set up alerts and push notifications to

#3 – Social customer service

According to DMG Consulting, within 5 years, the number of social media interactions for customer service enquiries will be equal to the number of phone interactions. In the same analysis, they predict that only 20% of companies will be properly invested in integrating their social channels with the contact centre. As the number of potential social interactions involving your brand or organization progressively increases, the amount of social channel monitoring, filtering, routing, and responding will become too cumbersome for ad hoc approaches. And if the primary mechanism for enabling social media is mobile devices, then having your agents respond to Tweets or Facebook posts routed to them on their smartphones can keep your team ahead of events.

References

Unify www.unify.com/uk/products-services/contact-centers/inbound.aspx