Gartner suggests that there are seven main technology categories that can be considered to help improve operational performance and employee engagement:
• Intelligent scripting
• Process guidance
• Process automation
• Desktop unification
• Virtual personal assistant
• Task assignment
• Internal collaboration
When considering your contact centre tech, here is a list of questions you should ask yourself:
1) Do you have an organised CRM?
2) Can customers reach support or find answers quickly?
3) How much information do you collect on your customers?
Through 2018, an ecosystem containing at least four types of product will be required to build the ideal customer engagement center, the core of which will be an intelligent system for CRM case management