Have you ever wondered what your Contact Centre might look like in a years' time? How about five years' time? Here we're going to take a look at what you need to start thinking about now, to make sure that your Contact Centre is ready for the future.
In terms of the skill set that your Contact Centre agents need, at this point in time, the focus is very much on their communication and analytical problem solving skills. This is important today, as a lot of customers are still turning to Contact Centre agents for help and assistance, or to make a complaint. But looking more to the future, what skill sets will Contact Centre leaders be looking for in their Agents?
With more and more brands encouraging customers to self-serve where they can, Contact Centre Agents will need to ensure that they develop their complex problem solving skills, as more of the calls they take will be customers with more complex problems.
Does this reflect your own planning and perception at the moment? If not, it might be something that you need to start thinking about.
Going one step further, how will Contact Centre success be measured in the future compared to now?
Today, there is still a major focus on the hard measures such as call handling time, right first time, etc. But, looking to the future, Contact Centres will need to turn towards Customer Satisfaction and Customer Effort as their core performance measures.
This is because customer expectations are likely to keep getting higher over the next five years, meaning they'll expect more from your Contact Centre, including an easy Customer Experience.
So, are you ready for the future? Is there anything else you think will be important to the future of Contact Centre? Let me know in the comments section below.
Want to find out how else you can prepare your Contact Centre for the future by improving your Customer Experience? Watch our on-demand Webinar now:
