The Contact Center faces various transformation challenges in its operational and technological management. Customers, increasingly digitals, are constantly and radically changing their preferences in the way they interact with companies, both to contact and to be contacted. On the other hand, technological innovations accelerate the adoption of digital channels and customers begin to interact in a naturally way with artificial intelligence systems that allow them to solve their requirements more quickly, at any time and on any device. Definitely, customers expect from companies an intelligent dialogue, an “always on” availability and adaptation to their contact preferences.
The main challenge is the convergence between asynchronous channels, artificial intelligence systems and the traditional Contact Center management model. This must happen not only in the moments where we interact with the customer, but also to help our team of agents to increase their efficiency, capacities and knowledge, as well as to simplify the execution of their tasks.
Our technological initiative Anywhere is committed to responding to the challenges of all the Contact Center work teams, creating a technological ecosystem that allows in a simple way and in telework mode, enhancing the capabilities of our teams while reducing costs, without affecting productivity.
Additionally, Anywhere has been designed with the objective of helping companies to incorporate a unified management of digital and asynchronous channels that increase customer satisfaction, automate the management and response of interactions to achieve maximum optimization of operations and greater specialization of agents and, finally, incorporating teleworking models, improving the employee experience in order to improve the customer experience. In this way, Anywhere’s focus is clear: strengthening the relationship between customers and companies.
A new Contact Center for a new customer
Among the various components that are part of Anywhere you can find Omnichannel, our platform focused on responding to the contact expectations of the current customer’s, allowing the digitization, automation and customization of the customer relationship thanks to its advanced functions:
- Self-service and automation of interactions based on voice-activated IVR, conversational bots that can be integrated in different channels or Chatbots based on artificial intelligence.
- Incorporation of digital channels such as email, chat, instant messaging applications (including Facebook Messenger or WhatsApp), SMS, and even co-browsing and shared screen with the client to guide them during their interaction with the brand.
- Intelligent routing that combines traditional and digital channels that interacts in the same way as with phone calls.
Anywhere is the perfect tool to evolve the relationship with the customer. It is prepared to incorporate the latest digital and Artificial Intelligence innovations and fully integrate them with the traditional management model, being a platform where reliability, scalability, flexibility and security are key attributes.
The human touch: better prepared agents for more demanding tasks.
Anywhere allows a more automated and always available management. However, the “human touch” will continue to be the key difference in delivering an exceptional customer experience. Once we get the repetitive and low-value tasks to be carried out by technology, the agent will enter to the conversation in those moments where greater empathy or more complex management is required. This is why the attraction, selection and motivation of our talent, as well as the training and preparation of our remote teams becomes essential.
Two components of Anywhere that respond to this reality are Talent and Learning. The first module facilitates remotely, customizable and self-manageable, the processes of attraction, recruitment and talent management. On the other hand, Learning, our management module and digital learning methodology, is designed to manage the training, evaluation and certification of the knowledge acquired by employees.
By incorporating our Talent and Learning modules, we are able to reach the best talent, attract it, conquer it and continuously prepare it to always give the best service, guaranteeing the differential “human touch” that will be essential in the new Contact Center.
The Employee Experience as an ally in the Customer Experience
Anywhere increases employee engagement, impacting the customer relationship, offering the following benefits:
- We remove geographic restrictions.
- We facilitate work integration with the agent’s needs (reduction in travel time, reduced working hours or those who must stay at home during working hours).
- We motivate our agents with Work at Home incentives thanks to a hybrid ecosystem where agents can work from the traditional platform or from their homes based on incentives that favor a motivating environment.
All of this powered by our Teamwork module, a digital team collaboration and communication tool that enhances the sense of belonging of our remote employees.
Finally, Anywhere combines the productivity that technology gives us and the capabilities of people, creating unique, personalized and decisive experiences for managing the relationship with our clients. A proposal focused on innovation that can only be approached with the perfect combination that Konecta brings together: 20 years as a leader in the customer relationship sector, being both a provider of Contact Center operations and services as well as a manufacturer and integrator of technologies for the best Customer experience.
Find out more about Anywhere here, Konecta’s comprehensive technological solution to manage your customers from anywhere.