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.

We're excited to introduce the ConvergeOne Tech Exchange, a podcast series that connects the technology community with top-of-mind insights that you can put into action. ConvergeOne believes that leveraging technology to connect people with purpose is vital to achieve business outcomes.

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.

What does it mean to do business with a one-stop shop—does it mean working with only one vendor? Does it mean working mostly with one vendor and using a few other third-party applications? Does it mean being free from the restriction of any particular vendor?

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 the last blog post in this series, we explored the first three steps to delivering an excellent and secure customer experience: starting with a CISO, involving senior leadership, and adopting a risk-based approach. In this blog post, we’ll pick up where we left off and explore the final three steps.