Series 6 – Cognitive Automation
Welcome to Part 6 of the Business Systems blog series – ‘An Insider’s Guide to Robotic Process Automation’.
In this series:
- Cognitive Automation
- AI-Based Automated Customer Engagement
- AI & Process Automation
- Exception Handling
- It’s a wrap
Original article (guest blog) taken from our partner’s website – Teleopti
Disclaimer – the solution is not an easy fix and might even go against your instincts!
We see it time and time again, Contact Centre Managers are constantly fighting the battle between meeting their service level agreements by having the right number of staff at the right time with the right skills, whilst also striving to retain their staff.
Employee retention has been one of the biggest Contact Centre challenges for a long time, and yet, Contact Centre annual attrition rates rarely fall below 50%.
We know what you are thinking – 50% seems high!
Humanise the workplace series – Part 2
Today’s contact centre is centred on profitability much as it is around customer service. But finding a solution that supports these goals as well as keeping your agents happy can be a major challenge for many Contact Centre Managers, Team Leaders and Resource Planners!
We understand that finding the right Workforce Management Solution which balances these 3 key areas is a must.
Series 5 – Achieving automation excellence
Welcome to Part 5 of the Business Systems blog series – ‘An Insider’s Guide to Robotic Process Automation’
In this series:
- Robotic Process Automation Excellence
- Robotic Process Automation roles
- Robotic Process Automation Training
A blended workforce
A positive customer experience is vital to the modern business in the age of online user reviews and social media where performance is under the microscope 24/7. Every little glitch, every little slip in your service standards can quickly be communicated to audiences of thousands. Brand reputation is truly built from the ground up.
At the same time, with today’s mobile, always-connected culture, people’s expectations have shifted. They demand quality, they demand personalisation and they demand it now. When customers are used to self-help web pages downloading in seconds, they just won’t tolerate a five-minute wait on hold to a contact centre. If their query or issue can’t be resolved first time, they will try another channel or go online to do it themselves.
For all of these reasons, businesses simply cannot afford to deliver a poor customer experience anymore. That is why so much investment is being pumped into front office operations, into contact centres, stores, marketing and sales, eCommerce – anywhere in the business that has direct contact with customers and clients – to deliver increasingly seamless and memorable service.
The rest of this article can be found exclusively on The Forum’s website. Check out the rest of the article ‘Revolutionise the Customer Experience with a blended workforce‘
Humanise the workplace series – Part 1
Employees today are looking for flexibility and availability to help meet their busy and complex lifestyle schedules. They want to be able to take control of their work patterns.
As an organisation, these factors need to be considered particularly with the millennial generation, resulting in improved employee engagement and a reduction in agent and customer attrition.
Workforce Management can help to encourage these values. As well as helping to ensure the right staff with the right skills are available at the right time, workforce management functionality also encourages a positive and motivated workforce.
Series 4 – Best Practice Automations
Welcome to Part 4 of the Business Systems blog series – ‘An Insider’s Guide to Robotic Process Automation’
In this series:
- Designing Automations
- Process Recording
- Automation Pitfalls
- Automation Reporting
Magnus Geverts at Teleopti – 10 ways to create and maintain a positive culture in contact centers
Working in a contact centre is a constant challenge. While the introduction of self-service and automation has removed many of the simple, repetitive tasks from the frontline, the remaining enquiries are increasingly complex, requiring greater skills, patience and knowledge. At the same time, mobility and the Internet of Things mean customers want an immediate response and expect to interact using a variety of channels at a time and place to suit them.
Managers who fail to grasp these fundamental changes are likely to experience constant staff turnover and diminished customer loyalty.
So, what’s the winning formula for a successful contact centre culture? It all comes down to creating the right environment that puts power into the hands of the people. Get it right and you’ll be rewarded with happy staff that deliver consistently outstanding customer experiences.
Series 3 – Beginning the Journey with Robotic Process Automation
Welcome to Part 3 of the Business Systems blog series – ‘An Insider’s Guide to Robotic Process Automation’.
In this series:
- RPA – Do it in-house or out-source it?
- Building the team
- Identifying processes for Automation
- How to embrace change
- Keeping the RPA momentum going
Another day another regulation: Identifying Risks before they happen with Call Extraction
As data regulations continue to tighten, trade reconstruction has become a priority for compliance managers in the financial sector. No longer is it enough simply to record telephone transactions and keep them filed away in a database somewhere, just in case. With the stakes for data and privacy infringements higher than ever, compliance demands a proactive approach, the ability to turn call recording into actionable 360-degree insight so risk factors can be spotted and issues resolved before they happen.
One of the scenarios compliance may come across is how to integrate sophisticated analytics platforms with legacy call recording systems for effective data extraction – which is where a tool like Wordwatch comes in.
Let’s take an example. Helen is Head of Compliance at a large multi-national bank. She knows full well that the implications of MiFID II regulations require a more proactive approach.
Despite her organisation handling thousands of calls and communications every day, she recognises the need to have eyes on exactly what is happening across all trades so she and her team can identify potential risks at the earliest possible moment.