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Modernize the Contact Center

by Ian Michael farkas | Mar 1, 2021 | in How can organizations create a hospitable environment in a contactless society?

This is borrowed from one of our partners... link to the full article below:

As more guests feel comfortable interacting with brands contactless the key will be in the execution. Designing a new contact center from the ground up to be omnichannel, providing a seamless experience across voice, chat, social, email, google, apple, etc for your customers and agents will be paramount. 

Creating one set of tools for skills-based routing, task management, powerful real-time and historical analytics, and intuitive management tools - all with pay-as-you-go pricing and auto-scaling based on demand will be critical. 

This is what travel and hospitality companies need today, especially now when cost-saving is key, and customer behavior is changing. It will simplify all customer conversations, contact center operations, improving agent efficiency, guest experience, and lowering costs. 

https://aws.amazon.com/blogs/industries/meet-...nd-hospitality/

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Chad Porter Mar 11, 2021

100% agree, the big consideration here is Omni Channel Situation Context - if I'm on a plane or running through an airport, I can't call you, but I'd like to pick up whatever experience I was in seamlessly. I get to my hotel room, now I have an environment to have a conversation. In a perfect world, it's the same person each time, but before we get that effective the team needs a single data base that can follow the story quickly and know each touch point.

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Ian Michael farkas Mar 11, 2021

Agreed Skills-based routing to quickly connects customers to the right agent channel agnostic is critical. At the end of the day any tech you choose must be adaptive and able to leverage data and BI to anticipate the guest needs either using automation or real agents.

Hotels promoting efficiency and self service, will quickly turn Contact centers into profit centers by boosting revenue with higher operating margin and cross-sell opportunities.

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