The Future of Contact Centre Software and the Need for Speed Related Articles Definition: What is Average Speed of Answer? Your Guide to the Average Speed of Answer in a Call Centre Is There A Link Between Average Speed of Answer and Service Level? Are You Up to Speed With the Latest Trends in Technology Adoption, Metrics, Channel Choice, and More? © kras99 - Adobe Stock - 237145173 152 Filed under - Guest Blogs, Five9 Thomas John at Five9 explores the future of contact centre software and the need for speed. ‘I Feel the Need! The Need for Speed….’ If you’re picturing Maverick and Goose walking across the tarmac at the now-famous Top Gun Academy at US Naval Air Station Miramar, take a bow! I’m not talking (much) about Tony Scott’s 1986 all-time-classic movie today though. I recently argued in a different blogpost that the COVID-19 situation sped-up Government and Public Sector adoption of Cloud Technologies in the UK. Since writing that, it’s struck me that there’s a perfect storm of reasons why the secular tailwind from the Pandemic has accelerated the scale and rate of transformation for all sectors in virtually every single country. Customers and the businesses that serve them are adapting to seismic changes and digital transformation initiatives have been expedited on both sides. It really is survival of the quickest. “You’re Not Going to be Happy Unless You’re Going Mach 2 with Your Hair on Fire.” Hybrid working appears to be a permanent feature of this new landscape, which in my mind at least, sounds the death-knell for the legacy and on-prem CX solutions that have provided the Technological backbone of the Customer Contact Centre for so long. Companies now find themselves having to rapidly address quality of service, systems reliability and access, functionality, security and health and safety auditing of remote sites as Hybrid working becomes a permanent feature. At speed! “Let’s Turn and Burn!” Customer expectations have also sped into a new paradigm, increasingly embracing digital channels for certain interactions. For many, the isolation and pent-up desire for face-to-face interaction has led to a resurgence in ‘voice’ traffic for certain brand interactions. As I was reading it myself it struck me that the organizations who can embrace conversational AI via a digital workforce the quickest, as well as fuse the customer touchpoints into one integrated journey, will prevail. The ‘Top Guns’ of customer service are pushing the boundaries to Reimagine CX and their own internal business structures to provide the seamless interactions demanded by today’s consumer. This blog post has been re-published by kind permission of Five9 – View the Original Article For more information about Five9 - visit the Five9 Website About Five9 Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. Find out more about Five9 Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: Five9 Published On: 2nd Feb 2022 Read more about - Guest Blogs, Five9 Recommended Articles What is Average Speed of Answer? Your Guide to the Average Speed of Answer in a Call Centre Is There A Link Between Average Speed of Answer and Service Level? Are You Up to Speed With the Latest Trends in Technology Adoption, Metrics, Channel Choice, and More? Related Reports White Paper: Cloud-to-Cloud Migration Has Never Been Easier eBook: Empower Your Agents with AI Webinar Replay: 5 Clever Ways to Improve Your Service Levels eBook: Customer Success Stories 2024 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter