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Next Big Thing in the Contact Center? Wearable Tech for Staffers

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Next Big Thing in the Contact Center? Wearable Tech for Staffers

 
December 04, 2014

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  By TMCnet Staff
 


Call center workers and their supervisors are always on the lookout for technologies and tricks to help them do their jobs faster and more efficiently. But maybe the problem is that they’ve been looking out, instead of looking inward.


That’s the gist of an idea put forth by Merijn te Booij, EVP of product and solution strategy at Genesys (News - Alert). Writing recently at ITProPortal.com, te Booij cited a recent GlobalWebIndex study that confirmed the era of wearable technology is here to stay.

“The study discovered that no less than 71 per cent of 16-to-24-year-olds crave ‘wearable tech,’ which the report defines as a smart watch, smart wristband, or Google (News - Alert) Glass,” he wrote. “That’s a lot of young people – which, in business terms, means potential lifelong customers – hankering for gadgets to attach to themselves.”

Taking that thought to the next logical step, te Booij speculates that “Wearables may soon become a key part of customer journeys and revolutionize the CX [Customer Experience] arena.” How so? He lists a number of scenarios:

Precision User-Data Collection: “Because wearable devices are physically attached to consumers, they enable customer service reps to collect new levels of granular data, going far beyond simple things like Web-browser history or previous purchases,” he notes. “On the contact center side, one likely use of a wearable device might be to detect when an agent is experiencing an unusually high degree of stress, and then immediately advise a supervisor to intervene.”

Better Service for Service Reps: The Human Cloud At Work (HCAW), a study from RackSpace, shows that employees with wearable devices increased their productivity by 8.5 per cent and their job satisfaction by 3.5 per cent. There is much to suggest that these numbers would apply to customer service workforces in the same way. “Among other things, wearables will undoubtedly enable call-center staffers to be more continuously ‘heads up and hands free’,” te Booij says, “so they’re better equipped to provide customer service and not as rigidly glued to a script.”

Wearables are therefore bound to become the natural access interface between computerized cognitive systems and human service representatives, offering front-line employees instant access to a vast big-data reservoir of knowledge that enables them to serve customers efficiently and with genuine smiles.

“In short,” te Booij concludes, “customer service contact centers should prepare to be disrupted, mostly for the better, by the incoming avalanche of wearable tech.”



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