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Q&A: Customer contact trends influencing contact centre technology

Written by   on  Monday, 16 July 2012

The Customer Contact Association interviewed me recently about the customer contact trends we are watching here at Sabio.

Here's the CCA's first question...

What are the most important technology trends shaping customer contact?

My response:

Apps are one of the areas I have been doing work on and speaking about recently.

For me it is something that I think is an untapped opportunity – lots of organisations aren't really seeing and exploiting the benefits of apps. For me it replaces some of the functions that we used to call into call centres for and it replaces some of the things people might have called into an IVR for in the past.

Looking forward, there are ways we can use those capabilities to start the journey – understand who the customer is and why they are calling – and then link that back into a more traditional contact centre type contact whether it be voice, web-chat, email or a combination of those things and have the ability to have access to a transcript or the content related to the interaction.

For me, that is a trend, whether that happens over the next year or so I don't know. That, for me, is the obvious place for it to go.

How would you respond? Join us for discussion at the Contact Centre Trends LinkedIn Group.


Stuart Dorman

Stuart has over thirteen years' experience as a call centre consultant and is currently responsible for leading the consultancy practice at Sabio. Sabio's consultancy team is focussed on helping contact centres to improve sales, productivity, quality and customer service through better use of technology, process optimisation and a focus on people. Stuart is a recognised thought leader in the contact centre industry, regularly producing thought provoking white papers, speaking at industry events and judging top industry awards in Europe.