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
Category Archives: Guest Content
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
Analytics against fraud
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
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
The future of work is here
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