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Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today. Because its customers are largely older and less inclined to be digital, the 9,000 owner and temporary shops—and its contact centers—are its primary retail channels and sources of revenue.

Rewind the clock for a moment to 20 years ago, when self-service first began in call centres. The approach was simple, and customers were bound by one of two options within the self-service IVRs — just press one for this and press two for that. But today’s contact centres can offer so much more to customers.

Mismatches in staffing and demand are a key cost driver for most contact centers, which often find themselves with too few or too many employees on the clock.

Citizens contact government agencies for a large variety of services on a very regular basis, and just like in the private sector, these agencies are challenged to keep up with changing customer expectations. There are new mandates within the government to use technology to improve the customer experience, while maintaining proper levels of safety and security with their data.

During a recent business trip I took, I had the chance to learn all about Robotic Process Automation (RPA). What I didn’t expect was the course would be held in a Car Rental Parking lot at a major international airport! Omer Fuchs, a well known expert in the Robotic Process Automation area, decided that there was “no time like the present” to explain to me and thousands of LinkedIn followers how RPA is about providing an Experience Transformation for Contact Center employees, resulting in more satisfied customers.

We’ve just concluded 2020 Planning for Uncertain Times – Practical Tips for Contact Center Leaders, a great webinar series where our speakers discussed the can’t miss investments that you should be making. What I truly enjoyed was the engagement of our audience. Their participation in the Q&A gave speakers the opportunity to address a great deal of questions. There were so many questions that we ran out of time to address them. So without further ado, here are the responses to the 3 questions we did not get to:

Sir Francis Bacon is credited with coining the phrase, “Knowledge is power.” If he were alive today, he’d make a great contact center consultant. He’d be touting about the increased knowledge your agents—and your business—gain when you integrate your contact center software with your customer relationship management (CRM).