Will Call Center Scheduling Change with Rise in Demand for Automation?

The access consumers have to entertainment and communications options today has put considerable pressure on cable companies and telcos. Advanced technology is a must and the content delivered has to exceed current expectations. For the telco, improvements to the contact center has to result in optimized interactions and automation.

This demand is changing the way customer service departments have to focus on call center scheduling. Consumers no longer only want to talk to a live agent; they want access to automated advice from human-like avatars and self-service machines. According to a recent EuroComms piece, the appetite for these services is starting to grow, with much greater demand expected in the future.

What’s interesting is that consumers are demanding access to better capabilities than most companies can deliver. Have they just imaged what could be possible or is it technologies like the virtual assistant Siri that continue to drive the likelihood of the consumer interacting with automated assistance and advice? Perhaps the concept that’s closer to the truth is that these technologies and other artificial intelligence are changing the way customer engagement takes place, driving more value in the personalization of the customer experience.

Managers focused on call center scheduling generally work with forecasted volume, skillsets, available agents and other variables. When bots and artificial intelligence enter the mix, there is a balance that must be struck to achieve the perfect interaction. Customers want to switch between different channels, especially if the automated process is not meeting their expectation or solving their problem. The telco needs to determine this balance before launching the program, scheduling with the bots and customer demands in mind.

This focus requires deep insight into the customer journey. And while a number of users want to have access to automated services, the customer cannot be automated. Different desires, preferences and more will enter into the decision-making process on the part of the consumer. Anticipating these preferences and needs will set the telco apart from others in the customer experience journey. This requires a focus on constant improvements as a result of data capture and analysis.

To be truly effective, telcos will have to zero in on the customer experience, as perceived by the customer. A failure to anticipate needs, adjust according to demand and personalize the interaction will result in lost customers. The focus will no longer be just on call center scheduling, but instead the optimization of resources to exceed customer expectations.