Why it’s time to rethink the role of technology in the contact centre
Deliver exceptional customer outcomes, reduce costs, and enhance efficiency, with the support of Exponential-e customer engagement experts
Deliver exceptional customer outcomes, reduce costs, and enhance efficiency, with the support of Exponential-e customer engagement experts.
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The successful implementation of new technologies in the contact centre can frequently seem challenging, to the extent many organisations are reluctant to explore its full potential. But consider the following figures from ContactBabel.
1. ContactBabel 2023 UK Contact Centre Decision Makers Guide. 2. Ibid.
It is clear that transforming the way technology is utilised across contact centres is a critical priority - both in terms of cost control and customer care - but the way forward remains unclear.
Exponential-e’s AI Assessment was created to eliminate this uncertainty, providing your contact centre with a clear roadmap for successfully implementing this technology across your entire operation and enjoying the best possible ROI - both now and in the future.
Let us demonstrate the transformative power of AI in the contact centre
In the space of just a few short years, Artificial Intelligence (AI) has found itself front and centre in the public consciousness. In spite of this, its true potential in the contact centre is still emerging. But with the support of Exponential-e’s expert consultants, AI offers a range of opportunities to optimise agent performance and wellbeing, reduce costs, and optimise efficiency - all while achieving a smooth, stress-free customer journey, where ideal outcomes are delivered as often as possible.
10% of agent time is currently spent in post-call wrap-up1. AI can reduce that by automatically summarising conversations and appending them to the appropriate customer record for future reference.
By automatically pulling together information from disparate sources in response to customer queries, AI puts everything agents need to ensure successful resolutions right at their fingertips.
By automatically classifying conversation types, AI eliminates the need for drop-down menus, adding a further level of efficiency while simultaneously delivering actionable business insights.
Use natural language processing to automatically identify customers, allowing for the creation of more accurate profiles that can be used to tailor the customer journey and make more effective use of available resources.
Exponential-e would like to offer you a complementary AI Assessment, where our contact centre experts will work closely with you to establish how the latest innovations in artificial intelligence and automation can transform your customer contact strategies, and then deliver a clear roadmap for putting these insights into practice.
Our experts will spend time in your operation and identify quick wins, based on your business objectives, as well as creating a roadmap and rollout plan for your full AI transformation. This initial assessment can be performed quickly, with minimal impact on your day-to-day operations. Based on our findings, we will playback what we have found, present a demo or proof of concept, and create an initial return on investment.
With all this in place, you will have everything you need to gain buy-in from the appropriate stakeholders, and then adopt a phased, well-considered deployment of the appropriate AI solutions for your contact centre, achieving the desired business outcomes as quickly as possible.
The foundation of our AI Assessment: a deep commitment to both innovation and customer service
Customer service has always been deeply embedded in Exponential-e’s DNA. Indeed, we demonstrate this commitment by publishing our NPS score live on our website - the first company to do so. We apply this philosophy to everything we do, and continue developing our portfolio of contact centre innovations to help organisations across a wide range of verticals do the same.
This unique combination of technical expertise, knowledge of the contact centre, and uniquely consultative approach, combined with leading-edge cyber security and infrastructure capabilities, means we are perfectly placed to ensure your AI journey is a successful one.
