| |June 20199organisation will be able to see the real impact of improved customer ser-vice on the bottom line.Intelligence in the data centre can also help to mitigate risk. Advanced speech analytics can enable managers to pick-up any high-risk words being used by agents. They can then quickly address these issues to minimise any risk of regulatory fines or litigation.Advanced, multi-channel `voice of the customer' analytics will also en-able agents to deliver a predictive and proactive service, which could help to resolve issues quicker and bring-down service costs. So where to next?Before analytics and intelligent re-porting can truly transform the con-tact centre, there needs to be a shift in thinking. Many of today's data centres are siloed, with specific pur-poses or business units managed as separate areas rather than collectively. This fractured approach hinders any opportunity for opti-misation. The contact centre of tomorrow will be configured dif-ferently, with artificial intelligence and ma-chine learning enabling the data centre to as-sess performance and optimize delivery.Smarter ManagementWorkforce manage-ment (WFM) will also play a key role, as contact centres move to more efficient ways of planning the work-load. Manual management of staffing is time-intensive and can often miss the complexities of a multi-chan-nel environment. But with WFM in place, managers can run forecasts and schedules more frequently to create greater accuracy.A good WFM solution also en-ables the automation of key tasks, while delivering im-proved reporting and analysis to give man-agers a full view of the workload and address any concerns. Managers can then report any in-sights back to agents to help them deliver a con-sistent and outstanding customer experience every time.Get Personal with your Contact Centre Contact centres are already devel-oping true omni-channel experienc-es with anytime, anywhere access across to any device. It's time to move to the new era of contact cen-tre, where customers can reach-out to organisation through any medi-um, and where organisations harness data to facilitate end-to-end perfor-mance management and an enriched customer experience. Peter Quinlan
< Page 8 | Page 10 >