Lucas Betes, blog editor speaks to Claire Ryan, Collaboration & Data Centre Marketing Manager, Cisco UK & Ireland about a video Cisco has produced to discover the real truth behind working in a Contact Centre.
LB: So, Claire – what excited you most about speaking with individuals at both ends of the customer service spectrum?
CR: I loved the idea of speaking to a cross section of both callers and operators with the sole aim of capturing a no-holds-barred, candid view of the best and worst of today’s contact centre experiences.
As technology and culture transform consumer’s daily lives; we’re seeing the role of the modern contact centre evolve drastically towards a Total Customer Experience – and this felt like a strong way of unearthing the truth behind working in this environment. We wanted to understand what a great experience feels like; from the perspective of both caller and operator.
LB: Aside from the entertaining reveals around fake accents, hot ears and awkward situations that arise from working in contact centres, what were the key take-aways for you?
CR: We certainly got the candid answers we were looking for! Firstly, how incredibly important person to person interaction is. There are some truly touching examples of how when the barriers are broken down, we’re capable of making really strong connections. Contact centres by their very nature are capable of enabling those meaningful interactions, which is a really positive thing, not only for the individuals but the brands and businesses as well.
And secondly, what Contact Centres need to do to get it right for their customers. The idea of a traditional day is evaporating – be it 9-5 working hours or times when people are typically offline. Now more than ever before, people are working to their own unique schedules. Businesses can’t expect to interrupt their customers while they go about their daily lives – there are good and bad contact times which differ from person to person. It’s important to put customers in control of their own destiny, by giving them options and providing a consistent, seamless experience. In short, contact centres need to understand the consumer, be proactive and interact with them along their journey.
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Great write up
New Cisco handsets in our New Concur offices, Maidenhead. They will have video display capabilities and soft phone options. Can’t wait 🙂
Hi Nabil, great to hear! Enjoy :0)