The Contact Center is the linchpin of a company when it is about customer satisfaction. This is where the first contacts and inquiries are handled. The personal interface between customers and the company plays a decisive role in success because an excellent customer experience becomes a differentiating factor between competitors. The new ASC handbook highlights the current trends and challenges of contact centers and provides recommendations how to deal with compliance requirements and customer experience.
More than ever, technology is at the heart of business processes. In this context, contact centers are entering a new age and will have to deeply transform themselves in order to offer ever better quality of service and gain agility in their operations.
The transformation of contact centers should accelerate significantly in the coming months and affect all players in the sector (both large and small contact centers), particularly thanks to the contribution of the cloud, for example, which enables very high value-added projects to be deployed rapidly and at controlled costs.
It is hard to imagine the workplace of the future without collaboration and communication tools like Microsoft Teams. Business processes worldwide are being adapted as more and more employees are working remotely and virtual teams are being merged. This brings new challenges, especially in the field of compliance recording where sensitive data is recorded and processed. With its native Microsoft Teams app Recording Insights, ASC relies on AI-based support for advanced assessment, i. e. on Cognitive Services.
In the last 20 years, more and more customers have turned towards banking and finance networks thus influencing the way that banking data is managed. On the downside, financial scandals as well as cases of cybercrime and money laundering have become more frequent, too. As a consequence, the last years have seen a number of new directives or the amendment of existing ones that aim at facilitating tracking transactions. But what does this imply for the retention periods of recorded calls? What exactly happens with the data - from the call to the archive?
The ways that contact centers engage with customers have changed with the emergence of mobile devices and omni-channel options. What hasn’t changed is the demand for prompt and efficient service, regardless of the communication channel. With a workforce optimization solution, you have access to a wealth of insightful information on contact center performance. So how to unlock the full potential of your customer experience with valuable insights into every interaction? Chris Wearne, Managing Director United Kingdom at ASC Technologies AG, gives some insights on what role Interaction Recording, Quality Management, Coaching & Learning and Analytics do play and how it is used by customers from ASC and Mitel.
At present, a telephone is still the most important communication channel, especially regarding sensitive or urgent matters. But of course, the digital transformation does not stop at telephone customer support – so what changes are contact centers facing? In an interview with Jacob Nimocks, Director Solutions Consulting at ASC Americas, he discusses trends and challenges and shows the importance of communication recording and analysis for contact centers.
Swiss banks count among the most important in the world and enjoy an excellent reputation. And in Switzerland, too, the financial sector is one of the most heavily regulated sectors of the economy. As a result, the regulation of banking and the financial market by means of the secure recording and archiving of financial transactions by phone plays a major role.
In times of digitalization and working environment 4.0, New Work has become a key word. New Work is about finding meaningful work for oneself. But the transformation can only succeed if attitudes and corporate culture change simultaneously. Ann-Kathrin Müller, Director Business Development at ASC, in an interview about New Work, collaboration and her personal favorite collaboration tool.
Three out of four companies are already using services from the cloud. In our study “Communications 4.0 – Communication and Collaboration in the Cloud” we present drivers, chances, and challenges. Here comes a summary of the most important results of our cloud study.