We did it, my CX comrades — we made it through 2020. But before you take that final victory lap, ask yourself: How can your contact center get better next year? What opportunities and technologies do you have at your fingertips to deliver a truly differentiated customer experience?

In the olden days, a lot of us might have had the same answer: efficiency, efficiency, efficiency. Blast through more customer service tickets faster, at a lower cost per interaction than your competitors — easy enough, right? But in 2021, trying to squeeze every last drop of productivity out of agents simply isn’t going to cut it.

For one thing, we have far more sophisticated tech tools and optimization solutions available to us. But the real kicker is that efficiency alone isn’t the end-all for contact center success the way it once was. Research shows that in recent years, customers’ expectations of contact centers have risen. And the pandemic has only accelerated this trend.

When I, as a customer, reach out to a business with a problem, of course, I want it resolved, but I also want it resolved my way. If I know I shouldn’t have to talk on the phone, I probably don’t want to talk on the phone. But if I do need to talk face-to-face with another human being, or show them something via video, I know I ought to be able to. After all, we’re using video everywhere and for everything else, right?

So here’s the real question: How do you strike the right balance between efficiency and humanity?

Tune into more call center videos on AI and Video:
Do Your Agents Have an AI Angel on Their Shoulder? -    • Do Your Call Center Agents Have an AI...  ​

The Impact of Great First Impressions in the Call Center -    • The Impact of Great First Impressions...  

Understanding Your Call Center Customers Through AI -    • Understanding Your Call Center Custom...  

Does AI Influence Your Contact Center Routing Decisions? -    • Does AI Influence Your Contact Center...  

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