The human element of a contact centre

The Contact Centre Expo is one of the highlights in our industry’s calendar. It provides a great opportunity to meet and network with all types of people in our sector.

We can come together to share and discuss new initiatives, technology and services. This is all in the name of boosting our business offering to be the best it can possibly be, it’s another way we ensure we offer a world-class service to our clients.

BPA Quality has always supported the Contact Centre Expo either as exhibitors, speakers or attendees. So, it’s an event we look forward to.

The Expo also offers a great range of speakers who take to the stage to share their own knowledge and insight with engaged audiences. Last year, BPA Quality’s Helen Beaumont Manahan held a popular session which looked at the latest trends in contact centres and knowing what ‘good’ looks like when it comes to customer service.

This year, another great range of speakers and speeches were on offer. However, one thing which struck me throughout was that there is a heavy focus on technology.

At BPA Quality, we have long been pioneering the human element of contact centres. We believe that technology can be used to help and support people, but the key element of people power in the industry should not be overlooked.

For example, AI is being talked about across a range of industry sectors, contact centres being one of them. This is a keen area of interest which many think will have a big impact on our industry as AI develops in the future. But, that should not be at the expense of the human element.

We marry up people and technology in a perfect partnership so our clients can deliver the best customer service possible. This does not always mean putting technology at the backbone of all we do as we pioneer the people who make it happen instead.

The team from BPA Quality always welcomes the opportunity to attend, engage and contribute to industry events and gatherings, such as the the Expo. However, as is the case with all good communication, we’re here to listen too and welcome the views of our audiences and clients.

So, we would love to hear your thoughts on the Expo if you attended. We would also love your views on the role of technology in today’s contact centres. Join us on Facebook, Twitter or LinkedIn to take part in the conversation.

Ready to enhance your customer experience, drive improvement and deliver results? Then ask us how we can help.

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