One of the most interesting recent achievements in the contact center industry was not technical but, surprisingly, cultural. Call center employees have always used text templates to ensure consistency of service. But as this industry has grown and expanded, the limitations of this concept have become clear.

People have the need to talk to people. This fact has not changed. And as customers increasingly speak to contact center agents, the formulaic approach and rigidity of text templates has proven to become more and more unpopular. In response, some leading players from various sectors of the economy have discarded the templates and started training their agents. This enables these employees to have a reasonable conversation with customers.

The dialogue capability achieved not only creates an improved customer experience, but also happier employees. This is because, of course, the agents are also people who want to deliver good, competent work. Freeing them from this corset can allow them to thrive while ensuring that customers are completely satisfied.

So while we can deliver technical excellence, an effective contact center depends on the processes and the people who operate them. The industry seems to be changing. It means paying close attention to which direction the best solution develops. Enabling your team to build a competent dialogue with customers could become a key cornerstone of your success.