The Future of Contact Centre and Customer Engagement

Hosted by TNC's CEO, John Waterhouse, and CTO, Craig Northveth, Down The Wire Podcast brings you Episode 3: The Future of Contact Centre and Customer Engagement.

Contact centre leaders are facing a new set of challenges in order to fulfil their operational and strategic objectives. These challenges are driven by a combination of customer expectations, the evolution of technology and, of course, the Covid-19 pandemic.

Throughout 2020 TNC has been tracking trends across the Contact Centre marketplace. The most interesting findings are the rise of natural language processing and AI to capture caller’s intent, route (and where possible self-serve) customer queries, and of course the enormous shift to agents working from home.

We have been advising our clients on how to respond to and maximise the opportunities of the changing face of Contact Centre. Listen now to explore the approaches our clients have taken to identify, design, and implement new technologies, and ways of working, to ensure they derive maximum value whilst maintaining security, performance, high levels of customer service, and a sensible cost of ownership.

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Music by
Riptide by Kevin MacLeod
Link: https://incompetech.filmmusic.io/song/4288-riptide
License: http://creativecommons.org/licenses/by/4.0/