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?