Based on the conversations we’ve been having with many of our customers we’ve observed several operational drivers in the contact centre market which have helped us shape the roadmap for our omnichannel contact centre solution, Liberty Converse and our messaging solution, Liberty Connect.
The pandemic has propelled the steady shift to digital services for everything from entertainment to retail. Many people with limited digital experience are now reliant on digital for everything. They’ve gone from novices to veterans overnight.
This increased demand on channels has reduced the tolerance for delays in service and increased the expectation of ‘always on’ access across demographics. Customers are demanding accuracy and efficiency across each interaction.
And so the demand for self-service shifts up a gear. Customers are willing to find the answers themselves. So much so, that by 2030, Gartner estimates that a billion service tickets will be raised automatically by customer-owned bots.
The changing landscape of an agent
At the same time, agents are having to operate in the same remote home working space as their customers. They are frequently facing customer interactions with significantly reduced access to their usual support infrastructure.
As we continue to layer more self-service technology, support and data around agents to improve customer experience, the role of agents is evolving. Agents need to be the best informed, qualified and engaged part of the new infrastructure.
This changing agent role also means that it’s more important than ever to properly engage with agents, their working environment and their experience. According to Gallup, companies with engaged employees reported a 21% increase in profitability and were scored 17% higher in terms of productivity. An engaged employee will always want to work harder towards delivering a better job.
And as the temporary tolerance, during the pandemic, for poor customer service diminishes, CX rises to the top once again as a key differentiator. It’s a means of securing brand and service engagement. Organisations need customers to engage with digital services to reduce use of potentially over stretched offline services.
And all of these drivers interact around the continuous need to manage costs and service delivery.
We’ve translated these operational drivers into four broad themes for our new release of Converse and Connect.
All of our new features are available for Liberty Converse and Liberty Connect customers today.