Big tech trends’ impact on PH contact centers, customer experiences

The contact center industry in the Philippines is alive and kicking and is bracing for exciting developments in the era of digital transformation. Digital capabilities in analytics, robotics, and artificial intelligence have opened new opportunities for companies to enhance and transform customer experience.

During the Contact Center Association of the Philippines (CCAP) pre-event press conference for the annual industry gathering dubbed “Contact Islands” that was held at Makati Shangri-La Hotel Manila, CCAP Chair Benedict Hernandez said that from now until the next five to six years, “the rate of automation will outstrip the rate of growth.” Contact center firms are becoming more efficient in the way they are driving automation, he added.

Around 47 percent of all the simple, rules-based work being done will be whittled down to 27 percent. The bulk of work will be moving to mid-skilled tasks (requiring experience, abstract thinking, and situational response) and high-skilled or complex type of work (requiring specialized expertise, abstract thinking, and autonomy).

Many contact center firms, Mr. Hernandez mentioned, have diversified into industries where clients are coming from. That has significant implications on human capital development and on investments in new technologies.

CCAP companies, he noted, have been early adopters and innovators in the use of technology. Queried what exact technologies have been adopted early on by the firms, CCAP President Jojo Uligan cited cloud-based technology, mobility, omni-channel, and big data analytics. As digital technologies are making an impact on user experiences, companies are upskilling people to help retain their organizations’ competitive edge.

Source: https://goo.gl/9XTrvF