Contact Centre Optimisation

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...

Our latest webinar, ‘Top Tips for Combating Challenges in The Contact Centre’ was packed with an array of knowledge, best practice techniques and even a very good list of suggestions on what to watch next on Netflix, thanks to our audience contributions! (Tiger King it is then!). To catch this webinar on-demand, check out this link:Top Tips for Combatting Challenges In The Contact Centre During COVID-19 Here are the top takeaways from the day: Demand V Customer Service COVID-19 has...

Exclusively written for bslgroup.com by Alice TrentAlice Trent is a workplace trends blogger who uses her own experiences to provide advice to her readers. She believes that all workplaces should strive to encourage and protect their employees. In her free time, she loves to hike.Today’s modern contact centre faces more demand than ever. With consumers having grown used to faster and more personalised services, and agents expecting better working environments, there are a lot of relevant concerns. Fortunately though, there...

Business Systems (UK) Ltd’s Scott Budding takes a look at four key transformation drivers your contact centre needs to prepare for… The age of transformation Call centres like other areas of business need to undergo a transformation to break down silos, unify disparate data and provide a far more personalised service that today’s digital customers demand. Digital transformation extending right into the back office will be high on the agenda for 2020. The aim is to work together in the...

Business Systems (UK) Ltd are pleased to announce their partnership with NICE inContact, presenting CXone - a unified cloud customer experience platform allowing organisations to act smarter and respond faster to ever-changing consumer expectations. To find out more about the Business Systems offering for CXone, please talk to our team on 0800 458 2988 or visit our page. Salt Lake City, March 22, 2018 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced the availability of NICE inContact CXone...

Contact Centre Managers face a real challenge when trying to reduce cost in the contact centre.  Maximising each and every customer interaction as well as keeping the day to day operation of the contact centre running, requires an almost genius balance of workforce planning, productivity, quality and efficiency in every day processes. So here are our top 4 ways technologies help contact centres reduce cost without compromising on quality: 1) Workforce Management Workforce Management (WFM) enables workforce planners to automate the...

It is no secret that as a contact centre manager you have to be an expert at doing more with less and prioritising your goals as you go along. This usually means keeping your main focus on front office performance and excellent customer service. However, more often than not this can leave the back office, a vital branch of the operational family, at a disadvantage. Fortunately, the same workforce management (WFM) solution which helps keep your front line in check...

As business environments become more competitive, the importance of Gamification and team performance for organisational success increases significantly. NICE Performance Management provides a single source of truth for employee performance data and goals.  In addition, it provides targeted coaching and gamification to motivate the right action. Contact centre gamification is the implementation of game like mechanics in order to influence behaviour and activities. It is used to motivate and engage employees. Contact centre representatives are encouraged to complete objectives and...

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate agent training is imperative for success. Unfortunately, making time for training doesn’t always seem possible. Contact centers are notorious for being extremely busy and agent time is closely monitored to ensure that customers’ calls are promptly answered. There are a few things that you can start implementing immediately to help meet training needs while investing less time and effort and improving your outcomes... The rest...

Business Systems’ partner, Teleopti, has achieved the highest ratings for customer satisfaction in the 2017 WFM Product and Market Report by DMG Consulting LLC. This is the 3rd year in a row that Teleopti WFM has been named a top Workforce Management provider by the analyst firm, consistently receiving high scores from satisfied customers. The report closely examines eight contending vendors, exploring the capabilities of their WFM suites. In addition to DMG’s review of vendors and the WFM landscape for...

Business Systems’ partner NICE has recently released NICE Quality Central, a new quality management solution that incorporates all types of customer interaction data, drawn from any source, into a holistic and comprehensive evaluation process. This enables organizations to increase employee engagement, improve process efficiency, and deliver a superior customer experience. NICE Quality Central is the only recording-agnostic, enterprise-scale solution of its kind in the market. Based on NICE’s deep expertise in quality management, the new solution has been proven to: Reduce...

It is no secret that as consumers we want to communicate with a brand when we want, however we want, making the multi-channel contact centre a very popular theme. In fact, most of us use two or more channels, top of which are the website (85%), phone (75%), email (65%) and live chat (58%). Despite this, a recent study found that 58% of retailers provide different answers to the same question across multiple channels. This is not a surprise as...

In today's digital world, robotic process automation (RPA) is experiencing a fast uptake, driven primarily by the abundance of data accumulated by organizations and changes in consumer behavior. As consumers, we have come to expect immediacy and accuracy for our typical dealings with companies, like seeking an answer to a question, placing or changing an order, or just updating our details. But, when faced with more complex issues, we look for empathy and understanding, and it is on these occasions...

louis vuitton outlet stores The ways that customers communicate with the companies with which they do business has changed dramatically in the last decade. The challenge for contact centre management, therefore, is to bring together employees, customers and business goals and run the contact centre in an efficient, productive, engaging, value-adding and profitable way to satisfy all elements of the equation. One of the most important steps to balancing this equation is workforce management (WFM) software, designed to help balance...

Real-time feedback is used primarily by contact centres and is the ability to monitor conversations in real-time and intervene where necessary to improve the outcome –whether it is preventing an issue from escalating, taking advantage of a cross-selling opportunity, or simply advising an agent on a specific topic, process or tool. To understand if this technology has been seamlessly embedded in the daily operation of contact centres and what its benefits and drawbacks are as experienced by those that use...

Real Time Guidance and Automation technology has been developed primarily for contact centres to help agents more effectively handle inbound customer calls. Phone interactions with customers can involve a number of complex enquiries, and agents might not always have the correct information (at that very moment) to handle the call in the best possible way. This is where Real Time Guidance & Automation comes into play, ensuring your agents choose the most effective resolution path in real time, improving first...

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success. Unfortunately making time for agent training doesn’t always seem possible. Contact centres are notorious for being extremely busy and agent time is closely monitored to ensure customers’ calls are promptly answered. According to the United States Bureau of Labor Statistics, the average annual agent turnover rate for contact centres varies between 30% and 45%, which leaves you with not enough...

[Last Updated: January 2018] As the saying goes if you can’t measure it you can’t improve it and one of the biggest challenges a contact centre faces is the ability to measure agent productivity. Why? Because there are so many different parameters to take into consideration when calculating an agents productivity that you are relying on consolidating stats and data from a number of different systems and sources to provide a single view of productivity. One size doesn't fit all...

[Last Updated: August 2016] As with any other sector, travel & transport is a competitive industry and companies can choose to compete on price, offering the best package deals and rates or on customer service to help differentiate their offering. Those companies that carry out both are more likely to achieve success leading to repeat bookings, loyal customer recommendations and great reviews. Organisations like Eurotunnel understand this and apply voice recording and agent coaching tools such as quality monitoring to...

************************************************************************************ CONTACT CENTRE GUIDE BLOG: 9/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 9th in the series below. With thanks to Wendy Brooks from Hemsley Fraser who provided the original article. *********************************************************************************** Since customer contact centres were first established in the 1990s, staff ‘training’ has followed a familiar pattern. At the heart of most...

************************************************************************************ CONTACT CENTRE GUIDE BLOG: 8/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 8th in the series below. With thanks to Steve O’Dell from Talent Q who provided the original article. ************************************************************************************ The average annual attrition rate in contact centres is 24%, according to workplace performance charity skills CFA’s Contact Centre Operations, Labour Market...

CONTACT CENTRE GUIDE BLOG: 7/9 - How to Power up Staff with Gamification MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Our 7th blog is around Gamification. With thanks to Scott Buchanan from NICE Systems who provided the original article. The issue of employee engagement is a growing source of tension for service organisations. As customers increasingly resolve...

CONTACT CENTRE GUIDE BLOG: 6/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 6th in the series below. With thanks to Mike Jeffries, Contact Centre Manager, Eclipse Marketing who provided the original article. There are many different metrics that enable us to measure the performance of a contact centre and one size certainly doesn’t fit...

CONTACT CENTRE GUIDE BLOG: 5/9MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter.Please find the 5th in the series below. If you’ve seen Tony Stark in action in the latest Iron Man movies accessing information using powerful touchscreens, voice control and gesture swipes, this isn’t far from reality. These technologies are real and increasingly relevant for the tasks being...

CONTACT CENTRE GUIDE BLOG: 4/9MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 4th in the series below. Outsourcing of contact centre services can be a very emotive issue and has suffered in the past from poor press and unhappy customers who value ‘a local service’. In spite of this it still remains an appealing option...