Inside the Quality-First Contact Center

Customer Contact Week 2018 Key Insights

We had the privilege of attending the 19th annual Customer Contact Week in Las Vegas. This gathering is one of the largest customer contact events in the US – and always offers us a wealth of industry insights. Here are some of the key takeaways from our time at the conference:

BPO is the Way to Go

When it comes to Business Process Outsourcers (BPO’s), clients are looking for someone who can bring a partnership mentality to their business relationship. It’s no longer good enough to simply be a vendor who manages KPI’s, clients are looking to work with someone who can bring value that reaches beyond the realm of customer interactions.

To thrive, a BPO should be able to work with their client to accomplish tasks such as analyzing program results, discovering new business trends, and making well thought out business recommendations.

Quality Solutions Closer to Home

As contact solutions grow, so does the allure of having these quality solutions closer to home. Pairing the power of bilingual and multi-lingual language capabilities with close to home solutions can be very beneficial for your clients. In doing so, this offers clients more flexibility for supporting their business processes which can lead to a higher quality end-product for all parties concerned.

Leveraging Artificial Intelligence

Artificial Intelligence (AI) has been a growing buzz topic this past year, and it’s not going away any time soon. As technology continues to advance, there is a growing need to leverage it to create a more dynamic customer experience. With AI there is an opportunity for contact centers to utilize things like chat bots to answer basic questions and provide information a customer may be looking for.

Future of Chat Bots

Companies’ interest around chat bots is continuing to build, although many feel that this technology is still in its infancy. But the question is, how complex of an issue will chat bots be able to handle as the technology advances? The answer is unknown, and only time will tell what chat bot’s capabilities will evolve into.

The information we gained from our attendance shows that the future is very bright for nearshore contact centers, especially in Colombia. With our eyes set on the future, we are looking forward to all the ways that we can implement these insights for use with our clients. For all who took the time to sit and chat with us, we thank you for another great year. We look forward to seeing you again at the next Customer Contact Week!