Noshore - Contact Centre of the Future

Anyone who has called UK HMRC and heard the message “the average wait time is 45 minutes” will understand. According to Microsoft’s figures average call wait times are around 8 minutes, whilst maximum (and when holding, these numbers seem more probable) wait times are in excess of 30 mins tend towards an hour. We’re nearly a quarter of the way through the 21st century, and contact centres have been around in one form or another for over 30 years, so it’s ?perfectly reasonable to ask why is this still the case?

Recently I was asked to reimagine what the contact centre of the future could look like given emerging technology, social, economic and cultural developments. This led me to review current contact centre approaches which are often location based – Onshore, Offshore even Nearshore. However location will no longer be a critical factor for future contact centres hence the term Noshore contact centres.

I’ve summarised this work into a short paper highlighting 5 key trends and how they enable a Noshore model to work, giving significant advantage over traditional contact centre models. The benefits include creating a positive customer experience which enhances customer satisfaction and encourages deeper brand loyalty, operational benefits for contact centre organisations and, equally important, increased employee wellbeing, prospects, productivity and job satisfaction.

So, whether you’re a dissatisfied customer, fed-up with hanging on the telephone, a call centre operator or a brand looking for a more effective way to communicate and listen to your customers, Noshore contact centres will be for you.

Long wait times and issue repetition due to multiple handovers? It no longer has to be that way. ??#digitaltransformation #contactcentres #emergingtechnology #employeewellbeing