Products

Call of Duty: Why Engaged Agents Stay in Contact Centres  One repeat challenge our consultants see when we partner with new organisations is Agent retention. With increasing customer expectations, hybrid working models, and AI-driven efficiencies reshaping the contact centre industry, there is always an ongoing pressure for organisations to keep agents engaged and motivated in their roles.    High attrition rates continue to plague contact centres, leading to increased recruitment costs, operational disruptions, and a decline in customer service quality.  Retaining...

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

Legacy voice data can be challenging for organisations – often difficult to keep track of, manage, and adhere to regulatory demands. Nevertheless, there are a few key steps that can be taken to simplify legacy voice data management.  1. Consolidate your View of your Legacy Voice Data For organisations with considerable legacy voice data estates, one of the biggest challenges is keeping tabs on many different storage solutions that may be in use simultaneously. Because the nature of voice recording...

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...

Over the next 10 years, AI will become a more and more important part of our lives. But for AI to be successful, companies need to use it in a way that is helpful and not creepy. Dr. Nicola Millard, BT's Principal Innovation Partner, calls this the "butler, not stalker" analogy. Butlers are nice to have because they anticipate our needs. Stalkers, on the other hand, are creepy. The businesses that will succeed in the future are the ones that...

The UK's tough economic climate is making it difficult for insurance companies to renew policies, especially in the motor, home, life, health, pet, and SME sectors. Consumers are cutting back on discretionary spending, and insurance is often one of the first things to go. Research shows that many UK customers have already reduced or plan to reduce their insurance coverage, with life insurance being the most affected. UK insurance leaders are well aware of the challenges of renewing policies in...

Insurance companies are facing more pressure than ever before, in particular when it comes to handling insurance claims. As competition increases and customer expectations rise, it is essential to stay ahead of the curve. One way to do this is to improve the claims journey for customers. Currently, customers are not always updated about the status of their claim, and they may make choices that increase the cost of the claim. This can lead to a negative customer experience and...

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...

The Latest Wordwatch 7 Enhancements Are you ready to take the management of your voice data to the next level, perhaps even the cloud? We certainly are! Our product and development teams are thrilled to unveil the latest enhancements to our flagship solution, Wordwatch 7 – enabling a single pane of glass view for live and legacy call recordings, regardless of codec or vendor. For more than 30 years, Wordwatch has been helping our clients to address the most common...

What is WFO software? In short, WFO (Workforce Optimisation) is a business practice that focuses on improving efficiency and workforce performance. It encompasses multiple call centre software technologies to enable an organisation to save money and more importantly save time for the customer. Contact centres use WFO technology to enhance the customer experience. This can be done by automating processes and increasing data visibility. What is the difference between Workforce Management (WFM) vs Workforce Optimisation (WFO) Workforce Optimisation (WFO) and...

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...