Contact Center Attribute Matching vs. Skills-Based Routing

When we think about the world of Contact Centers, the concept we’re describing is the ability to get someone’s request for something routed to the best person to handle that request. That “something” started out as phone calls, made by someone calling into a group of people (known as agents) who could answer that phone call and help the caller with their request.

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox.

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox.

The concept of customer experience is top-of-mind for every company with a contact center, and the need to actualize beyond self-service and voice has become urgent. There has been a tremendous push within this space to incorporate newer technologies like omnichannel and journey orchestration. This push has been defined by a desire to develop new opportunities for ecommerce and online marketing through the use of these technologies.

Our research results reinforce key technology trends that continue to impact the future of the contact center and the overall experience it can provide to its customers and employees. These trends have transitioned from nice-to-have to essential. To adapt and outpace the competition, financial institution contact centers will need to adopt the following technology trends to offer best-in-class service to both their customers and employees.

ConvergeOne’s customer had what was once considered a best-of-breed contact center solution, but faced challenges leveraging its legacy solution to satisfy the rapidly evolving needs of its business. Over the past decade, the company’s leadership team recognized that although its investments in self-service had paid off well, they’d also created a challenge. The basic transactional calls that once dominated call queues—address changes, balance inquiries, new-service activation—had all but disappeared. The queue was dominated by the complex and varied issues that customers couldn’t solve on their own.

According to our research with Avaya and CatalystMR, there are two main areas contact center challenges fall within: customer support and data/technology. Considering each of these key areas, the three biggest challenges contact centers face today in the support arena are:

In financial services, credit union and regional bank contact centers face challenges as they adapt to changes in technology coincident with rising customer service expectations. Customer behavior is continuing to drive this change. It can be overwhelming to consider how all customer contact departments need to evolve to care for this exponential rise in expectations. ConvergeOne and Avaya partnered with CatalystMR to conduct a study to:

Everise is an award-winning experience company with over 12,000 global agents, servicing over 20 languages, delivering CX transformation to enterprises from the Fortune 500, to the world’s most beloved unicorns, to high growth tech startups.

Pandemic this, COVID that… enough already, right? The situation was supposed to be temporary, but is it really? Many organizations I’m working with now are in a planning phase, and they aren’t planning for everyone to return to the office.