NobelBiz® Blog | First Contact Podcast VIDEO + ARTICLE | ‘Increasing self-service’ as part of the futurehttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Vice President Client Operations Supporting the future agent with the proper tools and efficient technology will look a bit different with the increase of complex calls and contacts. This is an exciting area for Colin, and he’s dropping real knowledge on this topic. More from the episode! https://nobelbiz.com/wp-content/uploads/2022/06/Website-roundPic-Colin.png Guest Colin Taylor CEO & CCO at The Taylor Reach Group Published on June 16, 2022 ‘Increasing self-service’ as part of the future There's been a shift going on in the world of contact centers, putting behind the times of simple and quick phone calls, with a new era of 'self-service' peaking on the horizon. This change has left call centers dealing with more difficult and complex tasks. The interaction between agent and customer had minimized, with more options for the clients to explore and visit and choose from. Contact centers are using a mix of self-service and agent-assisted options, but the agents are left with calls that are too demanding or difficult, the majority being solved by self-service assistance. PGlmcmFtZSBzdHlsZT0iYm9yZGVyLXJhZGl1czoxMnB4IiBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzd1U1g0WGZkWXJtaHBXdVE0dFlCcUQ/dXRtX3NvdXJjZT1nZW5lcmF0b3IiIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjIzMiIgZnJhbWVCb3JkZXI9IjAiIGFsbG93ZnVsbHNjcmVlbj0iIiBhbGxvdz0iYXV0b3BsYXk7IGNsaXBib2FyZC13cml0ZTsgZW5jcnlwdGVkLW1lZGlhOyBmdWxsc2NyZWVuOyBwaWN0dXJlLWluLXBpY3R1cmUiPjwvaWZyYW1lPgChristian: Yeah. And I love that idea that you keep it short. You start to have people think and believe, what does that mean? It's not always just a written script that you follow these 10 rules. You're going to have perfection every time. Even though there are parts of the business, and it makes sense to have that, but that top level alignment is huge. And even here in our company at NobelBiz, our President says, learn to be comfortable saying yes, and be uncomfortable saying, no. What would it take and when do you actually have to say now, versus it just being comfortable to say no to something. So let's kind of move forward to another topic about the future, right? We keep talking about the future and a lot of our other podcasts and even some of our live, um, conversations, and we'd love to know your perspective of the future. What do we see going forward? And I know one of the things you've talked about is 'increasing self-service' as part of the future. Can you unwrap that a little bit more before? Colin: Sure. Um, you know, I think that, you know, there's this whole sort of meme out there that robots are gonna take our job and, you know, you know, and one day my Tesla is going to fire me or something it's, you know, it could be just around the corner. I haven't checked with Elon on that of like, uh. But you know, the reality is self-service automation, AI, if you will the philosophy behind it hasn't changed since the mid 1980s, one of the first IVR is we're starting to, hit the market, you know? . The objective then was take high volume, low complexity tasks, and let's do them in the IVR. Well, that's exactly what we're talking about. Now, when we talk about chatbots, let's get, you know, high volume, low complexity tasks that we can, that we can train the system to manage and let it handle it. So in some ways, everything that's old is new again. And you know, and we're living in the future. It's just, 30, some odd years ago we were doing the same thing. Machines are never Going to Replace Humans in CX Now we're just using different tools. The machines are never going to replace the need for human touch as part of delivering an effective customer experience. And it's never, and it's not going to replace humans in 99% of the organizations that have contact centers today, we will continue to do low complexity, high volume tasks. And what is, you know, high complexity and what is, you know, you know, versus low complexity, what is high volume versus low volume that differs by organization? And it may very well differ and change over time, as you know, as we're able to automate one task and then another than another, we may nibble and eat more into the stuff that here too far, we thought it had to be handled by a human. Now, all of that said where I think, you know, we're going to continue to see AI. We're going to continue to see digital agents. We're going to continue to see chatbots, voice bots. IVA is as opposed to IVR is virtual agents, virtual assistants. We're going to keep seeing that evolution. And it's going to allow us to do more and more complex tasks, leveraging that to technology. And typically now I think we're, we're going to see that technology is going to be common for whether it's deployed digitally on your website or it's deployed digitally through your phone system as a voice bot or a voice. Um, so we're going to see some consistency across communication channels there. But I think the more exciting area, frankly, is, you know, because we can all, we've all dealt with chatbots, and we've hung up the phone and said, oh my God, that was horrible. You know, most, you know, and I forgot this, that sets the statistic, but it's something like 75% of all chatbot initiatives are judged as failures by the people who, who implemented them. And then they deploy it, and it fails the delivering. Most of them and people are zeroing out and looking for agents and complaining about how horrible the bot was. Um, you know, so, you know, the kiss theory, you know, keep it simple, stupid is, is still the best approach, you know, for, for building a chatbot. But, you know, I, I think the more exciting area, you know, we will make fewer mistakes as we go forward and, and chatbots and, uh, voice bots, et cetera. But the more exciting area is really on the age of the system. You know, being able to provide tools to the agent either that will be agent controlled will be there for agent awareness or will be initiated simply by the technology or the bot. If you will, knowing the call process, the cost of sequencing and listening into the interaction and knowing what to get. For example, if we know that this is a refund request, or it's related to an order that was placed. Yes. Then the bot can go, and it can fetch delivery status. It can go and bring up the order detail. It can go up and see if there's, you know, if we have any of this inventory in the store near the individual and all of this can happen without the agent having to do. And it can be presenting information to the agent while at the same time it can be showing a customer sentiment in some form, traffic light or color coded. So that they've got that, real-time feedback on the interaction itself. That is going to allow agents to be much more effective at handling the increasingly complex calls and contacts are going to be dealt with. Because we keep hiving off the low complexity activities, pretty soon, all we're left with is very high complexity tasks. Supporting the agents with the right information And in order to do that efficiently we're going to need to be able to support that agent, you know, that frontline worker with the right information, they need to work through the process and the faster we can do that, the more intuitive we can make the technology that supports and underpins that the more successful contact centers, agents in the organizations, employee number. Work Remotely with our True Omnichannel Solution: NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!