Leveraging Technology to Solve the Labor Shortage Challenges
Technology has been driving efficiency into business processes over the past several decades. However, behind the greatest technologies are humans who leverage that technology to perform a skill or service. Today, finding human resources has become a challenge for many businesses. Many companies are looking to technology to assist in solving labor challenges. Today’s customer service organizations often consist of a collection of communication tools cobbled together to accommodate the various communications channels our customers leverage to engage our business.
Traditionally, businesses enjoyed a plentiful staff of customer service representatives who were available to interact with these platforms and respond. Our world today is a much different environment than just a few years ago before the Pandemic of 2020. Businesses are struggling with the Great Resignation and a lack of access to skilled workers.
How to respond is a great question. Today, we are engaged with clients increasingly on how to solve business challenges rather than technology challenges. During the Pandemic, many businesses adopted technologies to accommodate remote work. Companies rushed to tools like Zoom, Teams, and Webex to provide a modern communications platform in which to engage with remote workers and customers. These tools at the onset of the pandemic were basic, and simply allowed for communication to continue independent of a physical location.
Companies are now revisiting many decisions made in reaction to the pandemic. They are discovering that many tools have overlapping functions. As companies refine tools and processes to support remote workers, they are pivoting to technologies that improve customer access to critical information.
Many are making the choice to invest in platforms like Interactive Voice Response platforms, chat bot, and web workflow management tools to bring a self-service component to their businesses. Why make customers wait for a response they can secure for themselves? Why wait until the accounting department is open to secure a payment from a customer? How do we proactively engage with our customers on delivery updates to reduce inquiries into the contact centers?
Simple business engagements that can be handled using technology are now being leveraged to free up human resources in the contact center to address more complex engagements with customers. Imagine if you could eliminate the need for twenty five percent of your customer engagements to be handled using automation?
As you reevaluate and repurpose your technology investments, let iSymplify advise you on how to do more with less human resources!