Top Performing Trends in the Contact Centre Industry

Top Performing Contact Centre Trends
By Iain Banks, Group Vice President at TTEC EMEA

This year, like no other, has shown how strong CX can be delivered using intelligent business process automation in the contact centre to provide faster and better customer interactions.  Research has found it can generate ROI up to 186%, which translates into millions of pounds for organisations.

Automation has surged as companies look for ways to enable business continuity amidst uncertainty.  Companies are looking to reduce costs and improve the speed at which they deliver customer service but in addition companies want to use bots and other automation to create effortless customer experiences.

Automation’s role in CX optimisation

Automation is a natural fit in the contact centre and across the customer experience. A customer journey touches many different touchpoints—some customer-facing and some in the back office. Many customer interactions are high-volume and repeatable, which can be done in channels like chat, messaging, IVR and others that lend themselves to be easily automated. Bots that are automated work best with simple, repeatable interactions.

Reducing human dependency along these parts of the customer journey helps to drive down costs and errors while at the same time increase process compliance and interaction speed. Unattended Robotic Process Automation (RPA) removes humans completely to speed up efficiencies and makes contact centre agents available for more complex customer centric interactions. Attended RPA, meanwhile, is used to assist agents to help them make better, quicker decisions when dealing with customers or administrative tasks.

Each of these RPA applications has tremendous upside.  McKinsey & Co. found that companies that automate 50-70% of a task see average results including; 20-35% annual cost reduction, 50-60% process time reduction, and “most often” in triple digit percentages ROI.

Automation’s economic impact on processes

Forrester researched many process benefits of automation in the contact centre. Overall, brands decrease end-to-end process time after automating steps within a process. Processes are conducted faster and with higher volume and fewer errors. It increases improvement times and creates better efficiencies, reduces costs and employee effort, and has sizeable financial impact. Other benefits include employee productivity savings and improved employee and customer experiences.

Automation’s economic impact on people

In addition to process benefits, there are also significant benefits to employees and customers as well. Forrester found that experiences become more effortless and lead to impressive quantifiable benefits.  Some examples are streamlined back-office capacity, fewer errors and rework, long term automation resiliency and reduced training costs.

How to move the ROI needle

Organisations can take swift action to generate ROI from automation with the right approach and technology. Look for quick wins on the low-hanging fruit opportunities across all customer-facing processes. Rapid implementation that show results will build momentum and encourage the organisation to keep on moving forward.

Once automated processes are in place, you can add ongoing intelligence and insight to take your customer experience to the next level, which will also open the doors to create additional value from your customers through next-best-action strategies and continuously improve the customer experience.



Iain Banks is Group Vice President at TTEC EMEA

There are more examples in TTEC’s latest white paper that provides research from Forrester, McKinsey & Co and others that support the positive economic impact that intelligent automation has on organisations. It also shares actual client results to see how automation is being applied and working in different organisations.

To download the free whitepaper Click Here

TTEC Holdings, Inc. (NASDAQ: TTEC) is a leading digital global customer experience technology and services company focused on the design, implementation and delivery of transformative solutions for many of the world’s most iconic and disruptive brands.

The Company delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services.

Founded in 1982, the Company’s nearly 51,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other.

For additional information on TTEC View their Company Profile

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