February 10th, 2021 – New York, NY
In an era of digital transformation, advancements in technology continue to empower BPO providers, and KM² Solutions is no exception. Key technologies such as Interactive Voice Response (IVR), Omnichannel Routing, Cloud Technology, and Artificial Intelligence (AI) are just a few of the tools that KM² leverages to streamline business processes, drive better performance, and improve the overall customer experience.
In this article, we have identified some of the top tech enhancements KM² deploys on behalf of its clients and weigh the benefits for you to consider for your own outsourcing needs in 2021 and beyond.
INTERACTIVE VOICE RESPONSE (IVR)
One of the most popular BPO tech trends, an IVR is the automatic telephony system that allows customers to interact via voice or touch-tones to either solve basic queries or allow for more efficient routing to a suitable agent. Automated services like IVR remedy the long wait times in call queues, saving customers’ time while enhancing satisfaction and improving brand image.
OMNICHANNEL ROUTING
A fully integrated Omnichannel experience (Social, Chat, SMS, Email, Work Items) is an essential capability of any modern contact center. Customers today want to access service or support through any touchpoint of their choosing and with a consistent experience across all channels. An Omnichannel approach empowers both the customer and the agent by giving them the ability to switch between platforms seamlessly.
CLOUD TECHNOLOGY
Cloud-based technologies are fast becoming the norm. And with the recent prevalence of remote work scenarios such as Work-From-Home, delivering high-quality customer service remotely has become essential. Cloud computing offers a range of additional benefits that can be directly passed on to clients, such as scalability and flexibility, ease of maintenance in ensuring technologies are constantly updated, improved security measures, and limited downtime.
PERFORMANCE OPTIMIZATION
Employee experience goes hand in hand with customer experience. Performance optimization & employee engagement tools optimize people, processes, and technology to enhance employee experience and drive performance while reducing attrition. Gamification, incentivization, and e-learning tools can advance agents’ skills while gathering data-driven intelligence to help tailor professional development and improve the overall customer/agent interaction.
ARTIFICIAL INTELLIGENCE (AI)
Often misunderstood, Artificial Intelligence in contact center environments serves to complement human agents, not replace them. AI and automation technologies such as Chatbots simplify daily tasks that do not require a personal touch, assisting customers for better routing and processing, resulting in faster outcomes. Through machine learning, AI can also analyze the customer experience across different touchpoints throughout their journey with the brand and generate profiles that can predict a customer’s needs allowing for more natural interactions.
INTERACTION ANALYTICS
Today’s advanced interaction analytics tools offer AI-driven insights through natural language processing. By monitoring and analyzing speech or text interactions for keywords, tonality, and sentiment, interaction analytics tools can identify what transpired, the outcomes and evaluate the overall customer experience. This data can be used to facilitate improvements in customer satisfaction by identifying training and education opportunities to improve operational efficiencies and detect potential risk and compliance issues.
ADVANCED SELF-SERVICE
Self-service tools are becoming the customer’s preferred choice, with most citing personal satisfaction in solving their own queries. By providing an easily accessible online knowledge database that includes video tutorials, FAQs, virtual agents, and basic information for success, customers are empowered to resolve their own issues by finding the answers and solutions they need while reducing call volumes, minimize customer service costs, and increasing first-contact resolutions.
PROCESS OPTIMIZATION/AUTOMATION
Complex tasks often require agents to utilize multiple systems in a single transaction. Through process optimization, systems can be integrated onto a single desktop for a more fluid workflow. Not only does this combined user interface streamline the work process, but by adding automation technologies such as RPA (Robotic Process Automation) and RDA (Robotic Desktop Automation), virtual assistants (Bots), driven by AI can additionally speed up agent workflow by performing more mundane tasks automatically, freeing up agents to focus on the task at hand, delivering exceptional customer service.
About KM² Solutions
KM² Solutions ( KM2 Solutions ) operates contact centers throughout the Caribbean and Latin America, providing outsourced inbound and outbound customer service contact services for voice, chat, email, and mobile. KM² Solutions provides these services to clients in financial services, multi-unit healthcare, insurance services, travel & hospitality, eCommerce, technology & telecommunications, home services, and other sectors. The company provides clients with a host of solutions, including customer support and care, telesales & retention, claims management & processing, appointment setting & schedule management, loan origination & verifications, back-office processing, and technical support. KM² Solutions maintains PCI DSS compliance, completes a SOC 2 audit annually, and has a Compliance Management System that meets the FDIC standards.
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