{"id":362374,"date":"2021-02-01T04:00:30","date_gmt":"2021-02-01T12:00:30","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=362374"},"modified":"2021-05-04T18:10:18","modified_gmt":"2021-05-05T01:10:18","slug":"ccaas-trends-placing-empathy-at-the-core-of-your-contact-centre","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/ccaas-trends-placing-empathy-at-the-core-of-your-contact-centre","title":{"rendered":"CCaaS Trends: Placing Empathy at the Core of Your Contact Centre"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]When your citizens need you\u2026.<\/p>\n<p>The pandemic forced the world to go digital nearly overnight \u2014 adopting work from home, digital and artificial intelligence (AI) solutions. This explosion of real-time customer interactions has put emotion, specifically empathy, at the centre of the contact centre.<\/p>\n<p>During the webinar \u201c<a href=\"https:\/\/www.genesys.com\/webinars\/ccaas-in-2020-trends-informing-the-movement\" target=\"_blank\" rel=\"noopener noreferrer\">CCaaS in 2020: Trends informing the movement<\/a>,\u201d industry experts shared details on how the global crisis has created the opportunity to adopt a cloud strategy to address resiliency needs and, most importantly, gain agility and speed to deliver better customer experiences \u2014 and impact operational efficiencies.<\/p>\n<p>Art Schoeller, VP, Principal Analyst Serving Application Development &amp; Delivery Professionals at Forrester Research, shared highlights from the \u201cForrester Wave<sup>TM<\/sup>: <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/the-forrester-wave-contact-centre-as-a-service-ccaas-providers-q3-2020\">Contact-Centre-As-A-Service (CCaaS) Providers,<\/a> Q3, 2020\u201d report. Forrester recommends that agencies making the move, in the context of the contact centre, take the following measures.<\/p>\n<ul>\n<li>Current state assessment \u2013 POST: People, Objectives, Strategy, Technology\n<ul>\n<li>Forrester has an extensive, 150-question best practices assessment to get started and understand your current state.<\/li>\n<\/ul>\n<\/li>\n<li>What is the future state?\n<ul>\n<li>Use customer journey mapping workshops as your guide.<\/li>\n<\/ul>\n<\/li>\n<li>Engage security, risk, and compliance\n<ul>\n<li>Does the CCaaS vendor provide and check all boxes necessary from a security and compliance perspective?<\/li>\n<\/ul>\n<\/li>\n<li>Network assessment\n<ul>\n<li>Do you have the right network in place to effectively service customers with voice and video?<\/li>\n<\/ul>\n<\/li>\n<li>Migration and change management plan\n<ul>\n<li>Who\u2019s responsible, accountable, consulted, and informed?<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>Integral Care Offers Assistance in the Toughest Times<\/strong><\/p>\n<p>Real-word examples are the best way to truly understand the power CCaaS has on an agency, its employees, and its citizens. Sunila Levi, CTO at Integral Care, shared details of the agency\u2019s journey to modernise its contact centre.<\/p>\n<p>Tasked with the honorable mission of improving the lives of people who\u2019ve been affected by behavioural health and intellectual challenges, Integral Care supports adults and children through a 24-hour crisis hotline. Often, it\u2019s the first point of contact for people who are seeking immediate, emotional support. And downtime isn\u2019t an option when running a crisis service. That was the necessity that drove Integral Care to modernise its call centre.<\/p>\n<p>Because Integral Care wanted to transform its operations, Levi looked for a CCaaS solution that could grow with the business \u2014 and be ready for the future.<\/p>\n<p>To evolve its current call centre system, <a href=\"https:\/\/www.genesys.com\/customer-stories\/integral-care\">Integral Care<\/a>:<\/p>\n<ul>\n<li>Identified over 180 requirements<\/li>\n<li>Aligned technology and agency strategies (i.e., technology and management)<\/li>\n<li>Conducted industry research to identify top vendors<\/li>\n<li>Looked for vendors that supported similar missions<\/li>\n<li>Researched vendors and underwent a Q&amp;A process<\/li>\n<li>Collected findings and recommendations<\/li>\n<\/ul>\n<p>The end goal was that it elevated its contact centre system into a business intelligence gateway system. And, even during the pandemic, Integral Care agents provided necessary services without disruption.<\/p>\n<p>Hear the details of all the steps Integral Care took to move to the Genesys Cloud<sup>TM<\/sup> platform in the on-demand webinar, <a href=\"https:\/\/www.genesys.com\/webinars\/ccaas-in-2020-trends-informing-the-movement?ost_tool=blog&amp;ost_campaign=apac_lg-en_cl-lp\" target=\"_blank\" rel=\"noopener noreferrer\">\u201cCCaaS in 2020: Trends informing the movement.<\/a>\u201d[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]When your citizens need you\u2026. The pandemic forced the world to go digital nearly overnight \u2014 adopting work from home, digital and artificial intelligence (AI) solutions. This explosion of real-time customer interactions has put emotion, specifically empathy, at the centre of the contact centre. During the webinar \u201cCCaaS in 2020: Trends informing the movement,\u201d [&hellip;]<\/p>\n","protected":false},"author":323,"featured_media":332206,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[13117,17554],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-362374","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg","tax_blogcategory-cloud-en-sg","tax_blogcategory-workforce-engagement-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/362374","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/323"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/362374\/revisions"}],"predecessor-version":[{"id":376003,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/362374\/revisions\/376003"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/332206"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=362374"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=362374"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=362374"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=362374"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=362374"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=362374"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=362374"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=362374"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=362374"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=362374"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=362374"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=362374"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=362374"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}