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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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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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Close the Context Gap – Don’t make customers repeat themselves

In their 1999 book ‘Future Living in a Participatory Way’, Laurence Claeys and Johan Criel defined the Context Gap as “the gap between what technologies can measure and calculate from sensor data or other types of electronic information and the complex, individually-perceived context in a user’s environment”.

More recently, it’s a term that’s started to be used in the customer contact world to describe the gap that exists when a customer jumps between ‘customer self-service’ and ‘live agent service’ within a single interaction.

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Six strategies to deliver more personal contact centre experiences

As consumers, we’re frequently faced with the choice between ‘standard’ and ‘personal’ service.

A clothes shop, for example, will sell you an off-the-peg outfit. But if you want one that both fits like a glove and has the style, colour and cut to match your personal taste, visit a bespoke tailoring service. Likewise, you can get a coffee at any cafe or restaurant. However, if you want a coffee tailored to your exact tastes and with a coffee art topping to go, visit a trained barista.

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