Huge strides are being made in artificial intelligence, and every day advances in areas such as machine learning, automation, problem solving and voice recognition add new abilities to the technology around us. Continue reading AI, Automation and Robotics
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?
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
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
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
BLOG: The 2016 Annual Fraud Indicator, an industry report produced at the University of Portsmouth, estimated that fraud costs the UK £193 billion every year, with £144 billion attributed to business fraud. Having more financial services and more personal information online can entice fraudsters but companies can also leverage this information to monitor and reduce risk. Continue reading Analytics against fraud
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
BLOG: According to Magnus Geverts at Teleopti, a ‘work from anywhere’ environment supported by Workforce Management (WFM) benefits customers, employees and the business… Continue reading The future of work is here
Technology will enhance, rather than displace, contact centre workers, argues David Rowlands, Contact Centre Sales Director UK and EMEA at 8×8… If you believe the hype, then the UK’s 376,000 contact centre and customer service workers will soon be out of a job. Continue reading In an age of automation, don’t write off people just yet
Jeremy Hamill-Keays of Teleopti takes a look at a favorite subject from a new angle… We are experiencing change all the time, and today, more rapidly so than ever. Products, technologies, the business landscape, expectations – they’re all in a constant state of flux. This is nothing new. How companies are developing a competitive advantage has also changed. Continue reading Very best customer experiences – the new competitive advantage
Eckoh, the global provider of secure payment products and customer contact solutions, was appalled, but not surprised to hear of the recent leak of sensitive audio customer data in the US. While banks and financial institutions privately confirm to Eckoh that contact centre breaches happen regularly, last week’s public disclosure of an audio data leak is worrying. Audio recordings containing over 17,000 customers’ credit card details were made public. Continue reading Eckoh urges businesses to take contact centre customer data seriously
Blog by Bjørn-Rune Hanssen, Gamification Manager at Intelecom explains why it’s good to experiment and fail when it comes to gamification in contact centres… Continue reading The four freedoms of games and gamification
Guest Article by David Potter, SVP – Business Development at Firstsource Solutions… In 2017, more and more businesses are putting the consumer at the heart of their organisations. In fact, a recent Gartner report has suggested that this year the majority of marketers expect customer experience to be their primary differentiator against competitors. Continue reading What does 2017 have in store for the contact centre industry?
BLOG by Thomas Rodseth, VP of Product & Marketing at Intelecom takes a look at why mobile customer service is important right now… Continue reading Do You Have A Mobile Customer Service Strategy?
Blog By Robert Crutchington at Encoded takes a closer look at the truth about PCI DSS in a new compilation of blogs on the subject… Continue reading Want to know more about PCI DSS compliance and how to achieve it?