Best Practice for Contact Centre Innovation

In today’s fast-paced digital world, contact centres must stay ahead with innovative strategies that cater to both customers and agents.

During a recent Call Centre Helper webinar, Innovations That Make the Contact Centre Better, contact centre innovator Paul Weald and Laura Ball, CXAI Lead for EMEA at Zoom, shared practical ways to innovate in contact centres. Here are their top tips for making the contact centre better through innovation.

10 Strategies for Driving Innovation in Contact Centres

1. Identify a Specific Problem to Solve

“Innovation starts with clearly defining the problem. Don’t try to overhaul everything at once. Identify a specific issue, gather data, and plan how to address it effectively,” said Paul Weald.

Starting with a targeted approach ensures that resources are used efficiently and can yield measurable improvements.

If you are looking for ideas on what problems to tackle, read our article: The Biggest Problems Facing Contact Centres Today

2. Utilize Bots to Aid Agents

Audience Tip: “Use bots to assist call centre staff in finding answers to common questions. It’s faster than reading through multiple manuals or articles and helps streamline call handling.”

Contributed by: Cristina

3. Empower Agents With Real-Time AI Assistance

“Real-time sentiment analysis and AI-driven knowledge assistance can empower agents by providing immediate feedback and relevant information during calls. This reduces response time and ensures a more seamless interaction with customers,” Laura Ball emphasized.

When agents have the right tools at their disposal, they can focus on building stronger customer relationships instead of searching for answers.

4. Embrace Continuous Improvement With Multidisciplinary Teams

“Forming a multidisciplinary team, or a ‘squad,’ to tackle end-to-end improvements can be highly effective,” shared Paul.

Bringing together experts from various departments – marketing, operations, IT, and sales – allows for diverse perspectives and more creative problem-solving.

“Use data to identify opportunities and implement incremental changes with a test-and-learn approach,” he added.

This method helps ensure that changes are tested and adjusted before being fully implemented, promoting sustainable improvement.

5. Reduce Agent Workload With AI-Powered Automation

“AI can take over repetitive tasks, which not only boosts efficiency but also frees agents to focus on higher-value interactions,” noted Laura.

This allows agents to spend more time on complex or emotionally charged customer issues, where their human touch can make a significant impact.

By doing so, businesses can optimize their workforce while maintaining high service standards.

6. Combat Data Bias With Comprehensive Analysis

Paul Weald highlighted the importance of using comprehensive data analysis to remove biases that can affect decision-making.

“Relying on limited data samples can lead to bias. AI tools that analyse 100% of interactions provide a more complete view and support better decisions,” he explained.

This allows contact centres to identify trends and implement changes that align with actual customer needs and experiences.

For advice on how contact centre leaders can harness unstructured VoC data to better understand their customers’ needs, read our article: Are You Embracing the Potential of Unstructured VoC Data?

7. Personalize Customer Journeys With Advanced AI

“Self-service tools have evolved; they’re now more conversational and can provide a human-like experience,” said Laura Ball.

With advancements in AI, contact centres can create personalized customer journeys that align with customer preferences, enhancing satisfaction and loyalty.

For example, automated systems can guide users through common queries and escalate to human agents only when necessary.

8. Build Robust Reporting Systems

“Reporting is essential in contact centres, but it needs to be more than just a collection of numbers. It should offer actionable insights,” stated Paul.

Automating parts of the reporting process can reduce manual work and provide real-time data that helps teams make informed decisions faster.

Laura agreed, noting that flexible, accurate reporting tailored to specific needs can empower both agents and leadership teams.

9. Prioritize Human Connections While Innovating

“AI can enhance interactions, but it’s vital to keep the human element at the forefront,” Laura advised.

Innovation should focus not only on streamlining processes but also on ensuring that the customer feels heard and valued. AI can handle the heavy lifting, but the agent’s role in building rapport remains irreplaceable.

A simple bot can have a massive impact if implemented correctly. For advice on what to take into account before deploying one, read our article: The Dos and Don’ts of Automated Assistants in the Contact Centre

10. Keep Experimenting With New Solutions

“Innovation is an ongoing journey. Be willing to try new things and learn from failures,” said Paul. A culture that encourages testing and learning can adapt quickly to changes and stay ahead in customer service trends.

This iterative process ensures that contact centres can continually refine their approaches based on what works best for both customers and agents.

Contact centre innovation is about blending technology with human insight. As Paul put it, “Think of AI as a tool that unlocks solutions, not as the solution itself.”

By identifying clear goals, utilizing AI to assist agents, and focusing on continuous improvement, contact centres can foster a culture of innovation that benefits both their customers and their employees.

If you are looking for inspiration to get you started on your contact centre innovation journey, read these articles next:

• Our Top Use Cases for AI in Customer Service
• What Tech Should You Buy Next? Here’s How to Choose
• The AI Revolution – How Contact Centres Are Adapting

Author: Guest Author
Reviewed by: Xander Freeman