Contact Center Week 2019 has come to an end in Las Vegas and Unymira had another great show. CCW is one of the top contact center conferences in the world and when we weren’t busy in building chatbots or demoing our knowledge base at the booth, we were having great discussions with other attendees and exhibitors not to mention trying to find time for the excellent speakers too!
Unymira was excited to present the latest major releases of our leading Knowledge Management platform, Knowledge Center as well as of our chatbot. The conference itself was even more exciting than usual with CCW celebrating its 20-year anniversary. With the CCW Excellence Award, inspiring keynotes including speakers Shep Hyken and Magic Johnson, an amazing expo hall and site tours, the conference offered plenty of excitement and insight on the show floor, in speaking sessions and the learning tracks.
The key topics at CCW 2019 were:
Automation, AI and Chatbots
Automation is on everyone’s mind from frontline agents to industry experts. One common misunderstanding we run into is that automation doesn’t necessarily mean having to implement AI and chatbots, they are simply a means to an end.
The key question is what processes make sense to automate and which processes should still be handled by an agent. Once the answer is clear, managers need to figure out if and how it can be automated by technology. A chatbot may indeed be one approach, but not necessarily the only one.
KPIs & Employee Engagement
Even though technology was a huge part of the conference, employee engagement can have a tremendous impact on KPIs too.
If we take automation for example, agents can be active contributors and make the automation process more efficient and accurate. Employees are often overlooked as important stakeholders since automation will both impact and improve their daily work the most. This plays a key role in reducing turnover and onboarding costs, better handing times and higher customer satisfaction.
Cloud-based Contact Centers
As so many services move into the cloud, contact centers are beginning to migrate there as well. Many companies already work in a cloud-based environment, but most still lack a cloud-based contact center overall. This could mean that the telephony is still hosted on-premise at the company while the CRM such as Salesforce and perhaps the knowledge base, are cloud-based.
It is crucial to have a clear strategy and roadmap for the future including whether your company should wholly or partially migrate to the cloud. This decision needs to be made before moving systems. You can see some of the key differences of on-premise vs. cloud here.
Struggling to keep up with the automation and cloud-based technologies? Looking to build a solid base on which you can easily build instead of scrambling with ad-hoc integrations? Get a demo of our knowledge management platform today.