Opinion AI-powered voice analytics are now ready to power


the digital-first contact centre in 2021 AI has been identified by Deloitte analysts as the technology that is critical to ‘el- evate the human experience’ and power successful next-generation customer ser- vice. Gerry de Graaf, Managing Director of award-winning AI voice analytics provider Xdroid, discusses how this advanced tech can help contact centres deliver a consis- tently high level of customer experience (CX) and ease internal contact centre pain points in a post-COVID world.


Business continuity dominated the


contact centre agenda throughout 2020 as contact centre agents shifted to remote working en masse to keep customer-facing services operation- al. This has accelerated many digital transformation plans for businesses, bringing advanced technology deploy- ments to the top of priority lists. En- ter 2021 and despite the COVID dis- ruption, customer expectations have returned to their usual high levels. Organisations need to turn to technol- ogies such as AI and advanced analyt- ics to maintain strong CX in 2021 and beyond and keep customers happy. Rising customer expectations The digital era has placed more infor- mation and engagement channels at the fingertips of consumers than ever


before, with many organisations offer- ing self-service options as standard. Customers expect interactions with contact centre agents to be the ‘next step up’, providing a greater level of service and more detailed information in the shortest possible time. PwC analysis of customer service ex- pectations shows consumers are more likely to be loyal to companies that consistently provide a great experience – and are more willing to recommend these companies and pay a premium for the privilege of high-quality ser- vice.


This has placed a burden on contact centres to serve customers both faster and more accurately.


The knock-on effect is a total rethink of how contact centres are managed.


Many organisations now consider con- tact centres as a unique opportunity to establish and build direct relation- ships with consumers, demonstrating the value of their brand through a first- class service.


Contact centres are becoming the focus on greater investment and an ideal place to explore digitisation of previously ‘traditional’ processes and solutions, with a view to cementing customer loyalty and satisfaction.


The CX balancing act


Today’s contact centre challenges are not just how to deliver the consistently high level of service customers expect as standard, but ensuring that they meet the requirements of regulations


The shift towards remote operations is set to continue in 2021 and beyond, and this has cemented the role of contact centre agents as a critical touchpoint for customers.


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