What are the Top 10 Emerging Technologies in Contact Centres? - Call Page Boy

What are the Top 10 Emerging Technologies in Contact Centres?

This article on Emerging Technologies was originally posted in CallCentre Helper a leading contact centre magazine in the US on Wednesday, January 16th, 2019.

1. Robotic Process Automation

How does Robotic Process Automation (RPA) work?

RPA mechanises each of the activities that are required to resolve a customer query from the contact centre, back office and beyond in the quickest time possible. By automating manual processes which are of a simple, transactional nature and require little (if any) subjective judgement the contact centre can give advisors other tasks, of greater value.

What benefits do these technologies bring to the contact centres?

The value of RPA is in making the workforce more efficient. These technologies also eradicates human errors in many processes, helping to prevent costly mistakes and consequently sustain high levels of customer satisfaction and loyalty. RPA also frees employees from the burden of monotonous, repetitive tasks, allowing them to focus on performing more enjoyable tasks. This increases employee engagement and leads to a better overall customer experience. Other key benefits of RPA include; automating updates and alerts, maintaining consistent customer communication and providing employee desktop support aids.

This article goes on to explain:

2. Passive Voice Biometrics

3. Internet of Things

4. Smart Desktops

5. Soft Phones

6. Wireless Headsets

7. Predictive Analytics

8. Mobile Screening

9. Chatbots

10. Cloud-Based Solutions

To continue ready here.

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