According to Statista, the global contact center market is expected to grow to 496 billion US dollars by 2027. This growth can be attributed to a variety of factors (such as increasing use cases, new technology, an increase in remote work, etc), but perhaps the primary reason is that businesses have realized that contact centers serve as the front door of a business, and are often the first point of contact for potential new customers or existing ones. There is a renewed focus on improving the contact center experience, as a singular interaction with a contact center agent can make or break how a consumer perceives a brand.

In the past, contact centers have been perceived as a challenging experience for consumers. Calling into an organization’s support center could take hours, including multiple transfers, challenges with language barriers, accidental dropped calls, and unresolved questions. Consumers today are demanding more from their contact centers and, in good time, technology has evolved to change this dynamic. New contact center tech is increasingly leaning on natural language processing and AI to rethink how businesses interact with consumers — and it’s making a profound difference.

With this in mind, it’s important to know what contact center technology is available, what the benefits are and what is best suited for individual use cases.

Related: IT Leaders Should Prepare for Generative AI in the Enterprise

Understanding AI Technologies in Contact Centers

The AI Revolution is upon us (with AI being used to write code, create pictures, generate responses, etc.), and the desire for high-quality AI technology has proliferated to the contact center. According to a recent Customer Contact Week market survey, AI is a major priority for companies when evaluating contact center platforms. Fortunately, there are a variety of AI technologies already in place, and it’s up to decision makers to decide which is best for their business.

Agent Assist

Some of the most powerful contact center technology is aimed at making contact center agents more efficient and effective in their roles. Often referred to as “Agent Assist,” cutting-edge contact center technology will guide agents throughout an entire call with a customer. Generative AI and advanced natural language processing technology can even analyze a call in real time and prompt agents with hints and tips on how to best respond to a customer. Guided workflows can be applied to help the agent walk a customer through a specific process, such as placing an order. It can also identify sentiment and tone to know if a customer is getting angry, sad, or is satisfied with their experience, and can guide the agent on how to best respond to their sentiment.

Additional contact center offerings are focused on managers. Historically, it has been a challenge for managers to properly work with and coach hundreds of agents — a task that becomes near impossible in a remote work setting. Modern contact center technology can provide managers with unprecedented visibility into agent performance and behavior. This includes alerting, real-time online coaching, and workflow optimization. These capabilities help identify the crucial elements that can empower performance improvement among agents.

Chatbots

Furthermore, chatbots (often referred to as virtual agents) have become even more popular. Often occurring as a pop-up on a website or app, chabots enable consumers to get their questions answered without having to phone a contact center. Chatbots typically focus on simple, straightforward questions (such as location, hours, or login issues). Additionally,  new AI tools have made it easier for organizations to identify which use cases are best suited for chatbots, and create highly customized bots for their customers to interact with. Not only does that increase the effectiveness of the chatbots, but it also improves the customer experience by only automating what makes sense.

Contact Center Technology Benefits

Unsurprisingly, advanced contact center technology can have a profound impact on agents, managers, and customers alike.

Agents are empowered to be more productive, and can better respond to customer requests and get through calls more efficiently. Real-time guidance empowers agents to say the right thing at the right time, and reduces the amount of time spent searching for answers to certain questions or challenges.

Managers also benefit because not only do their teams of agents perform at an elevated level, but they also have increased visibility into how their agents are working and communicating with customers. This enables them to properly coach agents and ensure that they are interacting with customers as best they can.

Of course, the primary beneficiary of this newfound productivity is consumers. Calling into a contact center becomes much less frustrating for consumers when their questions or challenges are quickly resolved, and are immediately transferred to the agent best fit to respond to their needs.

From a business perspective, modern contact center technology leads to happier customers, which can have a tremendous impact on brand reputation. It can also prompt increased sales (as agents become incredibly more efficient and effective). In fact, according to Forrester, increased effectiveness in the contact center through technology can lead to billions in sales.

Tips on Choosing the Right Platform

There are a variety of worthy contact center organizations, platforms and technology providers available that all have the ability to transform how a contact center functions. Choosing the right one will really come down to industry needs and evaluating the technology that will have the biggest impact on a business.

For example, contact center technology can be tremendously beneficial to organizations like airlines who are constantly interacting with customers and navigating last-minute changes. Healthcare and insurance industries also lean on contact centers to navigate an influx of appointments, calls and sensitive-questions. Almost every industry can benefit from an effective contact center, but the technology needs will vary.

When evaluating different offerings, consider what will make the most tangible impact immediately and always think customer-first.

Scott Kolman is the CMO at Cresta, where he oversees the overall positioning, promotion and branding of Cresta’s real-time intelligence platform for the contact center. Kolman has an extensive background in the marketing and promotion of SaaS and enterprise software, and is a recognized professional with expertise in cloud contact center, customer experience and customer service. Prior to joining Cresta, Kolman held leadership positions at Five9, Genesys, Synchronoss Technologies, SpeechCycle, Amdocs, Lucent Technologies and Octel Communications. Kolman is deeply involved in the contact center industry, and has previously spoken at various conferences including CCW, ICMI and Aragon Transform

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Penned by Yariv Adan, director of product management for Google Cloud AI and Industry solutions, the blog dives into the challenges call centers faced in 2022, and what organizations should do to enhance their call centers this year.

According to Adan, 2022 was a “high-stakes year” for call centers as organizations grappled with pressure to rapidly scale up their call center operations in response to macroeconomic changes, customer experience demands from end users, and an inability to incorporate new AI technologies.

The cloud and AI expert says end user experiences should be seamless and efficient, and through their preferred channels. While conversational AI can help business leaders who are unsure about how to make that journey, Adan says.

Meanwhile, Google increased its strategic investment in contact center AI, including the launch of its Contact Center AI Platform, a contact center-as-a-service offering designed with a user-first, AI-first and cloud-first structure.

In 2023, Adan says organizations must meet end users where they are, and on their own terms, and expectations by leveraging user-centric technologies and best practices.

“Enterprise B2C can’t exist anymore in a parallel world of different and often inferior user experience,” Adan writes. “Google has over 20 years of experience in building such consumer experiences, with multiple products successfully serving billions of users. Bringing these capabilities and experiences from our consumer products and research teams to our cloud offerings was a key component for our product offerings in 2022 and is a big part of our key investments in 2023.”

According to Google, a vast majority of customer experience user journeys start with a Google or YouTube search, so connecting with users at that point before they reach out directly to the contact center is a priority.

Contact centers also need to adopt modern cloud and AI solutions to evolve. Citing a McKinsey study, Adan says cross-channel integration and migration issues hamper progress, and traditional telephony systems are falling behind.

Organizations should also work to reduce implementation investment and accelerate time to value, which Adan admits can be a challenge for contact center solutions. However, scaling cloud and AI can provide a faster path to advanced conversational AI.

Google offerings such as out-of-the-box integrations, AI-based chat and voice calls with info-seeking virtual agents and pre-built components and APIs can help accelerate time to value and make contact center operations more efficient, Adan says.

“With these new capabilities, our customers can now see results as soon as they implement CCAI. We’re excited to get our customers to where they want to be faster!”

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The company aims to reduce the friction along the customer journey and address their needs across any channel and facilitate exceptional customer experiences, Verizon says in a press release. The new features come as the contact center undergoes a digital transformation as customers are turning to digital channels outside the contact center to kickstart their issue resolution.

Now, companies need a holistic strategy for managing customer entry points, says Debika Bhattacharya, chief product officer of Verizon Business.

“The Verizon Virtual Contact Center anticipates and addresses those digital-first interactions, allowing organizations to deliver improved, personalized customer experiences,” Bhattacharya says.

The new features include:

• The Verizon Virtual Contract Center (VCC) Guide that provides self-service, contextual guidance for web and mobile experiences
• VCC Expert, a smart knowledge management and content optimization designed to shape the customer journey
• VCC Enlighten XO to build smarter applications using auto-generated insights through AI based on actual customer experience conversation data
• VCC Smart Assist, powered by virtual agent Amelia, to help resolve customer and employee issues in a more natural way.

Citing the NICE 2022 Digital-First Customer Experience Report, Verizon says 81% of customers will first try to solve their problems on their own using web search or self-service tools. The company says its new tools are vendor-agnostic and can be bolted on top of any existing contact center solution to help address individual entry points and support the customer’s digital journey.

“By empowering customers with the most relevant content for self-service success and faster, more accurate agent-assisted answers, organizations will be better equipped to address their customers’ needs with fewer transfers and callback,” the company says.

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However, of the many things businesses have learned during the pandemic, one invaluable lesson has been that employee engagement can make or break a business. And when it comes to how to keep employees engaged in a call center environment, this is non-negotiable.

Let’s first examine why call center engagement has become critical to success. From there, we’ll look at how gamification, which involves including game-style incentives to encourage participation, can be used to help streamline your engagement efforts.

Why Does Employee Engagement Matter?

It’s no secret that engaged workers are passionate about their work and are often prepared to go the extra mile to contribute to their organization’s overall success. But when your workforce is mentally “checked out,” it can cost more than you think. Let’s look at what the numbers say:

• Disengaged employees are estimated to have 37% higher absenteeism, 18% lower productivity and 15% lower profitability. When converted into dollars, this translates into the cost of 34% of a disengaged employee’s annual salary, or $3,400 for every $10,000 they make. (Gallup)
• While companies with high employee engagement rates are 22% more profitable, only a third of employees feel engaged at work. For call center managers, this disparity is a big cause for concern. (Haiilo)
• For U.S. companies alone, the collective cost of disengagement at work comes out to roughly $350 billion for a single year. (Forbes)
• Business units with engaged employees have 23% higher profit when compared to business units with unengaged employees. (Gallup)
• On average, highly engaged workplaces see a 10% increase in customer ratings and a 20% increase in sales. (Qualtrics)

Gamification Trends: Playing Your Way to Higher Employee Engagement

Employee engagement directly correlates to productivity, which impacts a company’s profitability. And with customer experience being such a core element of organizational success, contact center agents serve as brand ambassadors for your organization and have the ability to unlock new avenues for growth.

Think about it—by the time a customer gets in touch with an agent, they’ve likely exhausted all other self-service options and are looking for someone who can quickly understand and resolve their problem. That said, improving remote agent performance will inevitably make your brand more successful and cost-effective in the long run.

To address this, many companies are turning to gamification to help develop and refine their employee engagement program.

Start at the top of your organization

Company culture and employee engagement go hand-in-hand. But when your agents are separated by distance, creating a positive company culture is even more important. In addition to helping contact center agents understand your company and its mission, vision, and values, it’s critical to ensure they feel comfortable, supported and happy in their roles. This will empower them to provide an unforgettable brand experience for your customers. Consider the following:

• Does your team feel comfortable voicing their concerns?
• Do you reward employees for their achievements?
• Do you provide clear expectations of what you want your agents to accomplish during a specified time period?

Offer game-based learning and training opportunities

Passive content, including PDFs and videos, can bore employees who have to read or watch them. By turning learning content into games, you’ll boost participation while getting a clear view of how much your agents are understanding and retaining. Then you can deliver individual coaching to those who need improvement.

For example, you can reward top performers who will meet their particular call center metrics with a variety of badges, incentives, or other prizes. Here are a few ways you can gamify your call center:

• Average Speed of Answer (ASA)
• First Call Resolution (FCR)
• Service Level
• Average Handling Time (AHT)
• Average Hold Time
• Percentage of Calls Transferred
• Number of Calls Taken

Organizations that deploy gamification techniques have seen their annual revenue grow nearly twice as fast as their peers. Currently, a staggering 70% of the top global enterprises are already incorporating gamification in some way.

Seek feedback consistently

Transparency is key in any healthy, thriving organization. With contact centers, making sure your agents are heard will give them a sense of belonging. Ultimately, your company values should be lived if you want to see results.

One way to achieve this is by developing an agent engagement survey where respondents can respond candidly and offer comments and seek input on how to improve. Keep these surveys brief, relevant, and anonymous.

Invest in technology that supports engagement

What’s the point of having a company culture that celebrates open communication if you don’t have a tool that makes it easy for your team to connect, share best practices, and celebrate their wins?

Determine the kind of technology your contact center will need to interact beyond emails and phone calls. Once the right technology is in place, your agents can track metrics, stay connected, solve problems faster, and make sure customer satisfaction is at its highest level across all channels.

Encourage team collaboration

When employees exchange ideas and collaborate, it feeds the company culture. Make it easy for your people to share best practices. Widespread collaboration leads to fully engaged workers who are willing and eager to take on new projects. They embrace change as a challenge that will elevate them to the next level.

Invest in Your Team to Improve Business Performance

In this day and age, business leaders must be proactive about the engagement of their employees to make sure their organization is running smoothly and growing sustainably.

After all, the role of a contact center agent has never been more important. These employees have the power to instantly shape a customer’s perception of your brand.

When you take the steps necessary to nurture employee engagement, you arm your agents with the support, tools, and feedback they need to deliver a truly exceptional customer experience—every time.

Courtney Cox is a senior product marketing manager at Alvaria, with 5+ years of experience in the call center software industry. Her expertise lies in understanding the magic of a product, the customer and how to connect the two. By applying her industry knowledge, she enjoys sharing her takeaways and experiences with readers.

The post Why Should Contact Centers Care About Employee Engagement in a Remote Environment? appeared first on My TechDecisions.

The feature is Co-browse within the GoTo Contact Center, and it is designed to help agents be more efficient and help customers at small and medium-sized businesses get more effective help from a unified communications and support platform.

According to Paddy Srinivasan, chief executive officer of GoTo, this addresses a gap in the agent and customer relationship and brings the Co-browse technology into the company’s contact center-as-a-service offering to help assist in form fills, troubleshooting and problem solving.

“Co-browsing has long been a feature GoTo has offered in our remote support solutions, and this launch is another way we continue to integrate the best of our technology into a single solution, enabling customers to eliminate the need for multiple tools,” Srinivanan says.

GoTo, formerly LogMeIn, bills Co-browse in GoTo Contact Center as an all-in-one unified solution to tool fatigue and context switching for both employees and customers. The company says security is built into the feature and leverages data masking, button blocking and encryption.

Users can activate the feature instantly on any browser and device while agents chat with customers through webchat, social media or SMS.

The company says the feature helps organizations consolidate their tech stack that helps businesses fully serve their customer from one place and one application. The feature is a result of feedback from SMBs, according to GoTo.

Co-browse is now available for all GoTo Contact Center customers.

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Engage AI utilizes artificial intelligence (AI) technology to provide real-time insights to improve customer calls and support employee wellbeing. The launch comes on the back of Jabra’s findings on how 76% of customers who contact customer service do so over the phone and how voice interaction remains the preferred channel for customers. With customer experience being a key performance indicator for businesses, Engage AI is built for agents to improve customer satisfaction through monitoring elements like tone of voice.

Real-time Insights with Engage AI

Engage AI assesses both the caller and agents’ conversation and levels of engagement. The solution, which works with most contact center systems, provides an instant measurement of the customer experience and live coaching on how to manage given situations. When agents deliver a friendly and energetic voice, it demonstrably improves customer satisfaction and conversion rates, and reduces call length, thereby saving costs.

Such real-time insights allow agents to adjust their approach during calls immediately to better suit the caller’s needs as well as post-call in the form of engagement scores to understand areas of improvement. The engagement score and data can also be integrated into existing analytics platforms via API.

Tools for Development

The SaaS solution comes with tools to support skill development and improve team management. Contact center agents can get access to self-coaching assessments and performance evaluations which are strength-based, inclusive and personalized for each agent and team.

Contact center supervisors can also get insights into their team’s performance to further improve customer experience on an individual and team level. On top of receiving real-time updates on praiseworthy and coachable moments, supervisors can use the platform to monitor employee wellbeing based on real-time event updates and dashboards with call analytics and data.

The AI model is based on over 20 years of research and millions of analyzed conversations by the world’s most prolific voice AI scientists at audEERING, a Munich-based technology operation.

Engage AI works across all dialects and languages.

Jabra Engage Headsets

To improve contact center customer experiences, Jabra has added two new Engage headsets: Engage 50 II and 40. The company says the Jabra Engage 50 II headset ensures that no calls will ever be missed with its SmartRinger feature. Meanwhile, the Jabra Engage 40 delivers speech optimization and background noise cancellation, enabling agents to focus on conversations with customers.

Jabra Engage 50 II

The Jabra Engage 50 II uses advanced algorithms to create a beamforming pickup of users’ voices and analyses the noises in the background. Its 3-microphone system surpasses the standards of Microsoft’s Premium Microphone for the Open Office, according to the company. Jabra attributes this to its ability to remove up to 36 decibels of noise, enabling the clearest call experience and spot-on call transcriptions.

The Engage 50 II headset also features an adjustable, audible SmartRinger feature that alerts the user of incoming calls even when they are not wearing the headset. It is on a detachable link controller with a volume wheel designed to sit on the desk next to the keyboard to give a no-look access to all controls.

Jabra Engage 40

With contact center agents having their headsets on all-day, comfort is key. The Jabra Engage 40 headset is lightweight with angled ear cushions and in a maze-shaped pattern inside each ear cup to relieve pressure. Its built-in hearing protection, two microphones, noise-isolating earcups and advanced speaker technology helps to optimize every spoken word. The Jabra Engage 40 also has an inline control unit so agents can handle calls with speed with the programmable buttons.

Bringing transparency to call center operations

With hybrid work, it can be difficult for contact center operations and agents to understand if they are delivering great audio quality and conversations. Data is available through Jabra’s SDK and can be accessed through pre-built integrations with, amongst others, Nectar, Operata and Virsae. Or it can be accessed with Jabra’s free Engage+ desktop app that provides real-time call insights to improve conversation quality.

The Engage+ desktop app assesses whether the background noise, microphone position and voice quality are good prior to a call. During the call, it helps to correct any issues and provide conversation guidance and wraps up every session with a post-call report. According to Jabra, the app is non-intrusive, easy to use and can be easily deployed via the Microsoft Windows Installer (MSI) file.

Both headsets work with contact centers platforms and are Microsoft Teams certified.

This story originally appeared on MyTechDecisions’ sister-site Commercial Integrator.com.

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There are currently about 17 million contact center agents worldwide today, but organizations are facing agent staff shortages and declining economic environments that are leading to labor cuts. Now, many are beginning to turn to conversational AI to improve the customer experience.

According to Gartner, one in 10 interactions with a contact center agent will be automated by 2026, an increase from an estimated 1.6% of interactions today that are automated using AI, the research group says.

Gartner says conversational AI can automate at least part of a contact center customer interaction through voice and digital channels, voicebots or chatbots, and the technology is expected to bring transformational benefits to customer service and support organizations within two years.

Daniel O’Connell, vice president analyst at Gartner, says there is value in both full interaction and partial containment, such as automating the identification of a customer’s name, policy number and reason for calling.

“Capturing this information using AI could reduce up to a third of the interaction time that would typically be supported by a human agent,” said O’Connell, in a statement.

Although the benefits of conversational AI in contact centers are compelling, the technology still needs to mature before widespread adoption. Some of issues holding that maturity back include a fragmented vendor landscape and the complexify of deployments.

“Implementing conversational AI requires expensive professional resources in areas such as data analytics, knowledge graphs and natural language understanding,” said O’Connell. “Once built, the conversational AI capabilities must be continuously supported, updated and maintained, resulting in additional costs.”

Large-scale conversational AI deployments can take years as more call flows are built out and existing call flows are fine-tuned for improvement. Gartner estimates integration pricing at $1,000 to $1,500 per conversational AI agent, though some organizations cite costs of up to $2,000 per agent. Because of those costs, early adoption of conversational AI will be primarily led by organizations with 2,500 or more agents with budget for the requisite technical resources.

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Zoom and Genesys’ partnership includes a go-to-market relationship where Genesys will enable its global direct and indirect channel to deliver the combined Zoom Phone plus Genesys Cloud CX solution.

According to a statement, InflowCX, a consulting and professional services provider for contact center, CX, and unified communications solutions, is seeing increased potential for organizations to deploy Zoom and Genesys as part of their UCaaS and CCaaS transformation.

The company recently helped two organizations, a pediatric healthcare provider and auto insurance company, implement the integrated offerings from Zoom and Genesys. Both organizations aimed to make it easier for employees to pass information between the contact center users and other areas of the business so customers and patients could be served more seamlessly – whether they were calling, interacting with digital channels, or walking into an office.

InflowCX Chief Revenue Officer Mike Dolloff said, in a statement, “Today, businesses don’t want to deal with clunky and frustrating workflows just to move customer interactions between technology stacks. By working together, Zoom and Genesys are solving a huge hurdle for many of our clients, bridging communications across entire organizations and improving employee and customer experience.”

ML Maco, Chief Revenue Officer, Genesys, said, in a statement, “Increasing market demand for combined unified communications and contact center solutions is an acknowledgement from businesses that ultimately every employee serves the customer, whether customer-facing or not. That’s why together with Zoom, we’re reducing barriers for businesses and enabling our ecosystem to help joint customers better connect the enterprise and exceed consumer expectations in a changing digital world.”

To learn more, join Genesys Xperience 2022 this week to hear Zoom Chief Product Officer Oded Gal and Genesys Strategy Officer Peter Graf discuss how the companies are working together to help businesses earn the trust of customers and employees in a session moderated by CX influencer Blair Pleasant, President & Principal Analyst, COMMfusion.

The joint session with Zoom and Genesys is held on day two of Xperience from 5:30-6 am ET; 1:30-2 pm ET on June 9; and on-demand following the event. Register now.

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According to Google, Contact Center AI Platform is purpose-built or customer relationship management and extends the ability to offer personalized customer experiences that are consistent across the organization’s brand, whether delivered via a virtual or human agent.

The company says the new offering can eliminate many historic pain points, including managing data fragmentation and rigid customer experience flows, to create more engaging, personalized and flexible customer support.

According to Google, with the new offering, Contact Center AI now allows customers to:

• Orchestrate the customer journey by creating modern experiences that can be embedded in their chosen channels with mobile/web software developer kits (SDKs), compatible with iOS and Android;
• Leverage CRM as a single source of insight into the customer experience, to unify content, increase personalization, and automate processing with CRM data unification;
• Manage multiple channels without pivoting across voice, SMS, and chat support;
• Predict customer needs and route calls appropriately with AI-driven routing, based on both historical CRM data and real-time interactions;
• Automate scheduling, schedule adherence monitoring, and manage employee scheduling preferences with Workforce Optimization (WFO) integration;
• Provide customers with self-service via web or mobile interfaces using Visual Interactive Voice Response (IVR).

The Google Contact Center AI Platform also allows other partners to integrate with Contact Center AI for a more seamless experiences operating the customer service center with a complete view of the customer in a single workspace that includes real-time AI, native agent call controls and real-time call transcription.

In a statement included in Google’s blog announcing the launch, Ryan Nichols, senior vice president and general manager of contact center for Salesforce, said customers are continually raising service expectations, with research suggesting 79% of consumers believe the customer experience is as important as products and services.

“Through intelligence, workflows, and a deeper understanding of the customer, Salesforce’s Service Cloud Voice paired with Google’s Contact Center AI will empower agents with a seamless experience to help them wow customers,” Nichols said.

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The company says the expanded offering is an evolution of its recently announced GoTo Connect product, a new unified app for both IT support and collaboration. The CCaS offering is also built within that unified app, enabling customer-facing staff to work flexibly while giving users the ability to access IT management and support with the recent launch of GoTo Resolve.

GoTo, which rebranded from LogMeIn in early February, pitches these new offerings as a solution to remote and hybrid work by providing support for dispersed contact center workers. The company bills the solution as a more simplified contact center tool that is easier to deploy, manage, update and scale.

According to GoTo, the tool features remote support capabilities for employees with IT problems with the complementary support for the IT management tool GoToResolve, giving customer-facing teams access to support tools from a single provider.

The unified GoTo app, now with more contact center capabilities, gives customers and customer representatives the ability to interact over a variety of channels, including voice, video meetings, SMS, web chat and social, the company says.

The platform also provides real-time analytics to help business leaders make data-drive decisions and monitor progress against goals, as well as productivity features such as outbound dialer to accelerate the speed of calls and prerecorded voicemails to automatically play while moving on to the next call.

According to the company, GoTo’s Contact Center solution starts at $29 per user per month, and is available in North America and parts of South and Central America and Europe.

In a statement, Paddy Srinivasan, chief product and technology officer at GoTo, said the company aims to make remote work easy and affordable for all companies, regardless of size.

“Gone are the days of SMBs feeling like costly and overly complicated contact centers are out of their reach,” Srinivasan said. “We believe that small businesses especially can benefit from the ability to engage with their customers across a variety of channels. With GoTo’s new Contact Center we are enabling just that with a simple, easy to deploy, and affordable contact center solution.”

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