Long waiting time (70%), boring identification questions (45%), cumbersome DTMF/touch-tone (39%), getting connected multiple times (42%) – all these are significant reasons why people develop a negative attitude to contact centres of companies. These shortcomings annoy customers and reduce their loyalty. Impressive numbers, indeed.
If the situation remains unchanged, many companies’ contact centres using outdated technologies will face serious business risks. Moreover, if they fail to adapt to the changing realities quickly, it will have an impact on the reputation of the business as a whole. What can be done in such a situation?
This was discussed during the Spitch webinar, the first in a series, on the topic of contact centre automation. The focus of the webinar was on improving efficiency in the contact centre through digitalization and sharing interesting findings and tips for companies in the DACH region.
Most of the attendees were aware about the above-mentioned pitfalls and were looking for solutions. A significant number of participants believed that a quick solution could be obtained with the transition to smart IVRs based on intent recognition (63%). Fewer people thought that the problem could be solved using automatic identification and verification by voice biometrics (38%).
Nevertheless, the majority of respondents believe that successful transformation is achievable thanks to speech technologies: voice automation of routine questions and requests (50%); and speech analytics – to increase cross-sell and up-sell potential and improve customer retention (31%).
Representatives of partner companies SwissCard and BearingPoint spoke about their experience in using Spitch’s technologies and solutions to resolve problems identified by customers.
If you are interested in the topic of the webinar, you can view and/or download the full recording of the event at the event page.
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