Category Archives: Blog

Integrating AI technology alongside your contact centre workforce

The number of predictions and speculations about Artificial Intelligence (AI) replacing human workers in the contact centre is countless. But what percentage of truth is actually held in these? Susannah Richardson, mplsystems’ Market Research Director, explains that while there is weighting behind such statements, it is important to contextualise technology advancements within the customer service sector. Continue reading Integrating AI technology alongside your contact centre workforce

One Customer, How Many Agents?

Guest Post by mplsystems: As a consumer, a couple of weeks ago, I purchased a product (the details of which are not important) from a well-known and large in size retail brand. While using it in it’s fairly new state, part of it broke, proving the product as faulty and delivering a poor customer experience. After spending a fair amount of money on this product, I was left feeling short-changed and so decided to complain to their customer service department. Continue reading One Customer, How Many Agents?

The Future of Intelligent Customer Routing

Routing customer queries to the best skilled agent to deal with them is the foundation of every contact centre. As consumers continue to increase the amount of channels they communicate with the company via, it becomes increasingly difficult, and yet crucial, for contact centres to assign them in a timely manner. For example: after speaking to an agent on web chat, the customer would expect to have their query routed to the same agent on the phone later down the line. Continue reading The Future of Intelligent Customer Routing

Agent empowerment – does it really matter? asks Intelecom

BLOG: Three Steps to letting go gracefully from Colin Hay of Intelecom… There was a time when leadership styles centred entirely on principles of ‘command and control’ where staff were there to do as they were told without asking too many questions. Thankfully, management philosophy has moved on. In practice, however, letting go and giving team members the freedom to do their jobs is still a difficult thing for many managers to achieve. Continue reading Agent empowerment – does it really matter? asks Intelecom

Rage against the machine

Remember Tay? Microsoft’s xenophobic, racist chatbot was a lesson in inefficient AI. The experiment, held on a dedicated Twitter account, quickly descended into chaos when the chatbot began sprouting Nazi support and offending Twitter users in various awful ways. Here, Howard Williams, marketing director of live chat software specialist Parker Software, considers the negative consumer reactions to chatbots and whether the negativity against the technology is necessary. Continue reading Rage against the machine

Why CRM Is Essential For Effective Contact Centre Engagement

BLOG: Colin Hay, VP Sales, Intelecom UK looks at the advantages of smarter CRM… Customer relationship management (CRM) is a moving target of definitions and associations. Even full time professional industry watchers have to update their standard definitions to reflect the evolution of a market that Gartner forecasts will be worth $36.7 billion in 2017. Continue reading Why CRM Is Essential For Effective Contact Centre Engagement