The COVID pandemic has made clear what we’ve known for so long: the contact centre is about much more than your agent workforce, writes Natalie Keightley, Senior Director of Solutions Marketing at Avaya.
It’s about every employee across the organisation working to create an effortless and unified customer journey - not just in the contact centre but across all teams, departments and lines of business.
Achieving the common goal
It doesn’t matter what your title is, what your job duties are, or where you are located; we’re all working towards the same goal. Some things will need to happen to create this ‘context centre’. Most important will be enabling every employee with contact centre capabilities or technologies they can take advantage of. Everyone can benefit from intelligent routing to the right resource, conversational intelligence for real-time conversation transcription, or Artificial Intelligence-powered screen pops that help employees anticipate needs and deliver more proactive service.