Adapting to challenging times

Prediction 12: As we enter into a period of economic downturn and uncertainty, there will be a clear focus on efficiency and doing more with less. Ensuring all conversations are uninterrupted, avoiding repetition on both sides of a call, and reducing the risk of having a second conversation on the same subject will ultimately ensure more calls can be handled by individual agents each day. This in turn reduces overhead costs and helps to maintain the service level customers expect. Neil, SVP.

Both businesses and their customers are feeling the pinch of the economic downturn and are figuring out how to get more bang for their buck. For contact centres in particular, uncertain economic times could lead to increased demand on the agents which may result in an even higher rate of staff turnover which can be even more costly for call centres.

Prediction 13: As the cost of living crisis increases, more customers will be in need of financial support and the Banking & Finance industry will require the best and most efficient tools to handle the additional influx of customer enquiries. Marketing Team.

Contact centre agents will bear the brunt of the increased number of customer enquiries, with some having to navigate multiple contact channels simultaneously in order to hit their KPIs. Juggling calls, messenger services and the systems required to answer customer queries such as a CRM all add to the cognitive load of the agent. Add to that a noisy background on either the customer or agent end and you have a recipe for a very stressful experience. Implementing a voice isolation tool such as IRIS Clarity can significantly reduce cognitive load by removing any unwanted background noise, preventing repetition and reducing the stress of listening.

Find out how IRIS Clarity can help your contact centre agents at https://iris.audio/clarity-enterprise#what-is-clarity