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Holistic customer conversation management – Are you ready for it?

A customer tweets that he experienced a complex technical fault. Agent A acknowledges he is looking into it. This exchange leads to a call with Agent B, a text, an automated email and a posting on your company’s Facebook page. Agent C then calls the customer with a potential fix.

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Social media, video… they’ll all be ‘just another channel’

A lot has been made about new media channels such as web chat, video and social media and the need to integrate them into the overall channel mix. By 2025, we believe customers and organisations alike will regard them all as ‘just another channel’ option.

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Self-service will be the norm, ‘live help’ the exception

Organisations are keen to promote self-service and it’s easy to see why. According to ContactBabel research conducted in 2014, the average cost of a telephony IVR self-service session is 65p, compared to £3.87 for a live agent call, £3.70 for an agent-handled email and £3.00 for a web chat session.

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3 ways speech recognition technology will transform the customer contact landscape

Speech recognition technology is set to totally transform the customer contact landscape with advancements in natural language understanding. This is where you can speak over the phone in a natural way rather than having to provide one word answers to specific questions, and the system will understand what you want.

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3 new “Big Data” features of contact routing systems

More and more, ‘Big data’ will play a part in instantly getting customers to the right self-service or live agent contact handling resource. As ‘single integrated platforms’ become more commonplace, we believe that contact routing systems will increasingly have the ability to:

  1. Listen to, and interpret, customer questions
  2. Access historical and real time data about customers (and their requirements), and
  3. Carry out complex ‘match-making’ calculations to connect the customer with an appropriate resource.
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The Internet of Things will make service invisible!

It’s been suggested that the “internet of things” or the “internet of everything” could change the way the world works. Cars talking to computers, internet-connected washing machines, augmented reality glasses…… ten years ago they may have sounded like the stuff of Star Wars but they are all now commercial products that form part of today’s burgeoning machine2machine (M2M) industry.

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Turn your SuperAgents into Service Account Managers

There’s a lot of talk currently about the ‘SuperAgent of 2020’.

BT’s Futurologist Nicole Millard, for example, says “They need to ……. be great communicators across multiple channels (not just phone but chat, video and social media)……. know their stuff (or at least know more than the FAQs) ….. be empowered to take on complex issues on the customer’s behalf……. be aided and abetted by big data analytics tools…… empowered through a browser and connectivity…… have a good idea of what is on customers’ minds in more-or-less real time…….. alert other bits of the business when things are derailing……. and have managers that are the guardians of the customer experience.”

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5 ways to simplify your supervisor desktop

In our last blog we discussed how the Agent Desktop can facilitate superb customer experiences – arguing that by creating intuitive and easy-to-use desktops, organisations can eradicate technology silos and manage customer conversations holistically.

However, delivering a successful service operation is about more than just creating the right agent environment.  It’s also about recruiting the right people and then training and motivating them to deliver service excellence.  Plus having efficient business processes, appropriate workflows, effective contact handling technology and a lot more besides. 

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