Contact Centre Optimisation

Many contact centres in the UK have implemented chatbot technology in some form or another, but with varying degrees of success. Recent industry research reveals that nearly 70% of customers become frustrated with chatbots and prefer speaking to human agents, and abandonment rates for basic chatbot interactions continue to remain stubbornly high. The problem isn't AI or automation itself, but the limitations of first-generation chatbots. Those early systems, which have usually been built on rigid rule-based logic and simple keyword...

The traditional model of customer service is almost entirely reactive: a customer discovers a problem, contacts your organisation, and waits for a solution. This approach places the burden squarely on the customer, requiring them to identify issues, navigate your contact channels, and often endure multiple interactions before their problem is solved. Proactive customer service powered by artificial intelligence represents a major shift. Rather than waiting for customers to report problems, proactive AI can analyse patterns across your customer base, identify...

Ever-evolving technology and customer expectations are driving rapid transformation within the contact centre industry. Learn how to stay ahead of the curve and reshape your CX in 2024

Rapid advancements in technology are redefining the ways in which customers and organisations interact. This infographic explores seven digital CX trends in the contact centre for 2024, that present opportunities to enhance customer experience. The Importance of Digital Conversations - 94% of consumers are frustrated by disjointed encounters with organisations. Messaging as a Primary Service Channel - 70% of UK consumers feel more connected to businesses they can message. Service Simplification Increased Personalisation - 78% of consumers express an intention...

As international hubs where individuals from different backgrounds and cultures come together, the diversity of trading floor and banking environments can introduce complexities in voice transcription due to variations in accents, dialects, and industry-specific jargon. Compliance teams must ensure that transcriptions accurately capture the intended meaning of conversations, even when language barriers or technical terminology exist. The majority of errors or inaccuracies in transcriptions often come from transcription engines which are unable to cope with trader speed and jargon. This...

What is CCaaS? CCaaS (Contact Centre as a Service) is a cloud-based call centre software solution that provides businesses with capabilities of running contact centre services via the cloud.  CCaaS solutions for contact centres are designed to be customer-centric. They are also designed to continue to evolve in order to fit the way people work. Lastly, they are designed to provide a great customer experience in an omnichannel world. What are the benefits of CCaaS? There are many benefits to...

In the early 2000s when automation first started gaining momentum, call centres businesses saw it as an opportunity to reduce costs and improve agent efficiency and less about improving customer experience. However, this business logic has changed over the years as businesses now deem customer experience as the most important reason for investing in call centre automation. The change of mindset has been a result of two megatrends that have reshaped the business world for good. Firstly the widespread adoption...

What are the benefits of Call Centre Software? Call Centre software provides organisations with the capability to provide an efficient and smooth operating model. Sometimes referred to as Workforce Optimisation (WFO), technology, these solutions ensure contact centres are providing an excellent customer experience to retain customer loyalty and brand recognition. With our contact centre solutions deployed across some of the largest call centres in the UK and EMEA, our customers are using our solutions for a range of reasons. These...

The digital customer service world is constantly evolving. It’s no surprise that contact centres are now investing in supporting digital channels for an omnichannel customer experience.   Next generation digital channels including social platforms such as Facebook and Twitter, as well as advanced messaging apps like WhatsApp, are now well on their way to becoming mainstream contact centre channels.   If the predictions hold true, 89% of contact centres are planning to support messaging and mobile self-service apps within two years. And adoption for social media (92%) and web chat...

Across the industry there is an increased focus on employee engagement and the critical role staff play in the overall customer experience.  This is not a situation unique to contact centres but reflects a worldwide shift in all industries.   Within the contact centre world, the increased focus on employee engagement and productivity has led to the term Workforce Engagement Management (WEM) being more widely used.  WEM goes beyond traditional workforce management or workforce optimisation. It focuses on the human aspect of the contact centre to improve engagement, performance, and results.  In fact, Gartner, the research analyst took a decision to change its Magic Quadrant evaluation category...

The chaos of the worldwide pandemic has pushed us to the verge of another cloud migration . We’ve seen it with data storage, and we will now witness the same evolution in the contact centre industry, moving from the on-premise call centre solution to a cloud contact centre. Why implement Cloud Contact Centre technology? It’s a reality that COVID-19 caused contact centres worldwide to struggle as they attempted to implement efficient remote-working solutions for their contact centre agents. Implementation needed...

As the COVID-19 lockdown restrictions slowly start to ease, businesses are now turning their attention to reopening and looking forward. Organisations, particularly contact centres are now operating in a world that already looks different to the one we left a few months ago.It’s an everchanging landscape, where contact centres now need to be thinking strategically rather than tactfully, so we thought it timely to team up with our partners NICE inContact, to deliver an insightful webinar on how you can...