Leaders Talk: Add Additional Channel for Better Contact Center

October 29, 2021 – Contact Center Associations of Asia Pacific (CC-APAC) present Leaders Talk discussion with the theme “Cloud Contact Center Strategy.” CC-APAC invited three professional speakers to the Asia Pacific contact center.

One of the speakers is Tommy Ng, Vice President, CCAM, Country Director, MT Microtel Technology Sdn. Bhd. Tommy shared their opinion about how a manager can utilize the cloud in the contact center. He said that some people think they are not ready for this technology or it’s too dangerous. They also ask, should they do it or not. But Tommy said that the contact center now has no choice. We have to make sure that the user, staff, or employee are safe. 

It’s one of the key things that we have to consider before thinking anything else about how do we sustain our business because if we don’t, we will lose all our employees. Therefore, in this situation, we have to adapt technology that where we want is our staff to be safe because they can take care of our business and also our clients.

Tommy also said that remote working is convenient. But there are two reasons that we have to consider before doing remote work. The first one is infrastructure. The second one is we have to be able to access anywhere. But there are a lot of considerations from the security department to say to allow everybody from anywhere. Therefore, let cloud providers take care of this security issue.

Tommy shared tips and closing remarks on today’s discussion. He said that the main concern for the new generation is we should nothing to worry about data. Now, customers don’t store our number. “If they want to contact anyone, they will find the number on Google and they will call it,” said Tommy. Don’t be too sentimental because you want to keep that number. Tommy said he has the statistic that after a while, people will forget about the old number. Then, that is not a concern. 

Now better we think of the additional channels that we can add benefits, like embark into AI. Then, that is one of the key things that must go because AI will help a lot besides just on the interaction. It gives you a lot of insights. It is not just helping the customer, but we also can help the agent with this assistant AI. So, the agent experience becomes better. (ANF)