Many organisations are turning to Artificial Intelligence (AI) to improve the customer experience. We’ve all heard about AI and what it could potentially do. But do we really know how it would work in real-life? Here are the top 5 ways you could be using Artificial intelligence in your contact centre.
1.Managing Big Data
Contact centres accumulate vast amounts of customer data over time. Customers are aware of this and expect improved customer service in return. One of the common frustration’s customers face is having to repeat their details on multiple occasions when calling in. When things like this happen, customer dissatisfaction can start to kick in. In order to address this, Robotic Process Automation (RPA) – a different branch of AI, can eliminate redundant employee and customer effect. RPA can capture, analyse, cross-reference and share information across platforms and channels, ensuring consistency across the customer experience.
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 front and back office, so teams share responsibilities for a more streamlined customer experience.
The rest of this article can be found exclusively on the Directors Club website. Check out the rest of the article – ‘Getting Your Contact Centre Prepared for Change in 2020‘
It’s Christmas Season! Hurray! This means mulled wine, mince pies and festive holiday films. All happy stuff.
But let’s not forget that the Christmas season for some, especially for contact centres depending on the industry they are in, can be a stressful time. Contact centres must often be ready to handle an influx of inbound customer requests, enquiries and purchases, ultimately affecting scheduling, service level expectations, staff morale and the customer experience.
Let’s spare a thought for those who are caught up in all of this. Better yet, let’s provide some expert tips on how to manage this seasonal period.
Computers have always been ultimately about automating repetitive human tasks, be that on the shop floor or the back office. And it’s a trend that has got a new, robotic face in the form of something called Robotic Process Automation (RPA), demand for which is set to hit $1.3 billion this year.
Record keeping is a critical part of the compliance agenda for any financial services firm across banking, investment, trading and insurance, whether you operate in business or consumer markets. All companies are under ever closer scrutiny and face the huge burden of having to demonstrate immutable records of all their dealings including what they have to store, how they store it and how accessible that data must be.
To say that the web of different laws and statutory regulations that financial services providers must navigate is complex is to put it mildly.
In order to stay one step ahead, financial services organisations are shifting their focus to the customer experience (CX). Although operational efficiency and profitability are still top of the list, rising customer expectations and pressure from the competition has meant CX and everything that goes with it, needs to be heavily considered from a strategic perspective.
The meaning of customer experience can be defined in many ways. We think Gartner’s explanation hits the nail on the head.
According to Gartner, the customer experience refers to the customers perceptions and related feelings caused by a one off as a well as a cumulative effect of interactions with the supplier’s employees, systems, channels or products.
Isleworth, November 21, 2019 – Business Systems, a leader in voice recording and enterprise workforce optimisation solutions, has been named as a supplier for Lot 13 of the Crown Commercial Service’s (CCS) Network Services 2 framework for contact centre services. This agreement allows Business Systems to provide call and contact centre services to all UK public sector organisations.
Lot 13 specifically relates to the provision of technology that enables outbound contact, response to an incoming contact and the ability to route the contact to a predefined destination and associated equipment maintenance and support. Public sector customers are expected to benefit from flexible contracts, lower costs and increased efficiency.
Many financial companies have created voice/call recording mayhem for themselves by surrounding themselves with multiple voice recording solutions, but there is a way out of the software jungle explains Richard Mill from Business Systems
Voice recording is a critical core compliance for financial services companies and should be straightforward – yet many companies have muddied the waters by acquiring different voice recording systems over time in different regions. These are often outmoded and incompatible, which is creating a real dilemma in terms of management, regulatory compliance,costs and operational efficiencies.
Voice will always be a powerful data set for organisations. Voice conveys context, emotion and sentiment providing you with actionable intelligence. Voice is powerful. However, IT leaders could be missing a trick when it comes to this, as not all organisations are recording every interaction and for some the majority of voice data, is not easily accessible.
Collecting voice data is half the battle. Tapping into insights which voice data can provide you with is a whole other beast. According to a *recent survey, a staggering 92 per cent of organisations are capturing voice data but are doing little to make use of it.
Here’s a crash course into how you can start enhancing the use of voice data in your organisation.
Isleworth, July 30, 2019 – Business Systems, a leader in voice recording and enterprise workforce optimisation solutions, has been named as a supplier on Crown Commercial Service’s (CCS) G-Cloud 11 framework for Cloud Software. Customers can access the framework and choose Cloud Software technologies such as: Workforce Optimisation, Robotic Process Automation, Video Conferencing, Video Management, Digital Interviewing, Mobile Call Recording and Call Recording & Retrieval.