The document summarizes the evolution of contact centers from in-person and mail-based customer service to modern digital channels and automation technologies. It notes that while automation has improved efficiency, there is a risk of poor customer service. To survive the future, contact centers must focus on complex problem solving and advanced communication skills for human agents, rather than just bulk processing. Representatives are advised to advocate for the changes needed to balance human and machine roles and stay relevant in the industry.

1. CCMG CONFERENCE
October 2019
Margie Middleton

2. “The current path South Africa
is on is economically
unsustainable”
Minister Pravin Gordhan
28 October 2019
The Contact Centre
Industry

3. Where Do Old Contact Centres
Go To Die?

4. Contact Centre Technology Evolution
FtF &
SnailMail
Telephony
Call Routing
Automation /
Self-Service
Email &
Cellular
VOIP
Social Media
Bots
Customer
Interface
• Speed
• Efficiency
• ? Effectiveness
• Changing
Medium
• Same Context

5. Customer Experience Journey
FtF &
SnailMail
Telephony
Call Routing
Automation /
Self-Service
Email &
Cellular
VOIP
Social Media
Bots
Customer
Interface
• More Choice
• More Options
• Same Needs
• Less Personal
• More Generic

6. Service Delivery Journey
FtF &
SnailMail
Telephony
Call Routing
Automation /
Self-Service
Email &
Cellular
VOIP
Social Media
Bots
Customer
Interface
Intimacy
Connection
RPC
Bulk
Processing
Increased Complexity
Reduced Control
Cost Saving
Sorg vir Jouself!

7. 4IR & AI – Friend or Foe?
Now 2050
• Optimisation Emphasis
• Automation of Bulk Processing
• Human Intervention for
Complex Problem Solving
• Advanced Interpersonal
Communication Skills
AIDevelopment
Time
Simple Intelligence
Super Intelligence
Deep Intelligence
Singularity

8. Ready or Not …
Current Reality
• Customer Service perceived
as cost drain
• Bulk Processing Emphasis =
Poor Service Ethic & Skills
• Foundational training using
18-yr old unit standards
Survival Needs
• In-depth insight into full
product & service delivery
chain
• Competence in complex
problem solving skills
• Advanced inter-personal &
communication skills

9. What Should You Be Doing Right Now
• Get informed
• Get involved
• Start fighting to keep a balance between human need and
machine efficiency
• Start advocating for the changes you need to stay relevant
• Flex; Evolve; Adapt; Mutate

10. Discussion & Questions
Margie Middleton
margie@nodube.com
+27(0)834098833