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 navigate and adapt your contact centre throughout the next phase of events the lockdown restrictions may bring.
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!).
Here are the top takeaways from the day:
Demand V Customer Service
COVID-19 has meant for many contact centres, juggling a balancing act between managing demand whilst still providing a good customer experience.
Depending on the industry you are operating in, you could be seeing a significant rise in demand or in fact could have seen a decrease in demand. 47% of our audience has seen an increase, 40% a decrease whilst the remaining contact centres experienced no change.
Exclusively written for businesssystemsuk.co.uk
By Alice Trent
Alice 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 contact centres face 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 are a lot of ways for those managing call centres to adapt to these demands and challenges.
With that in mind, here are 10 specific tips for the modern contact centre.
With markets fluctuating wildly due to the economic effects of the coronavirus outbreak, and companies closing offices and asking employees to work from home, organisations have had to adapt rather quickly in uncertain times.
Financial Services Firms in particular, have had the burden of setting up traders to work remotely, recreating the carefully monitored environment of the trading floor at not just one site, but potentially thousands.
According to The Financial Conduct Authority (FCA) all firms are expected to have contingency plans in place to deal with major events. The FCA also state that they do not have any issues with UK staff working from backup sites, or home, so long as regulatory obligations are met. This may include, for example, ensuring recordings between traders and customers are still being recorded and monitored.
With Contact Centres all over the globe facing the reality of home working for the foreseeable future, real-time adherence is going to be vital to protect service levels.
Managing today’s multi-channel contact centres from home could be easier than you think with a little forward planning and the right WFM technology. In these uncertain weeks ahead, we all need to be flexible and agile with ‘on the go’ planning. Real-time adherence will play an integral part of effective intraday management.
As the nation reacts to contain the virus, organisations need to be ready to adapt and do what is right for their staff, colleagues and customers, which includes ensuring employees are able to work from home where possible.
However, as organisations swiftly move to enable their staff to operate remotely, they are inevitably faced with a number of challenges:
In order to meet customer demands, workforce planners need to make sure they have the right number of agents with the right skill sets available at the right time. And this starts with having the right resource planning techniques in place.
With customer contact channels increasing (email, web chat, SMS etc.), workforce scheduling has become a complex and labour-intensive job. Let’s not forget to throw into the mix variables such as absenteeism, holidays and staff-work preferences. Spreadsheets and Erlang C tables can still work well in helping you schedule if you are a small contact centre.
However, if you’re a contact centre managing multiple different contact and skill types, it’s important to remember that excel will fall short in many areas and this is where you will need to introduce a Workforce Management system.
To find out more and to cast your vote, go to:
Leader in regulatory voice recording management for Financial Services and enterprise workforce optimisation solutions is in line for FinTech Vendor of the Year award at the Citywealth Magic Circle Awards 2020
Isleworth, January 27, 2020 – Business Systems (UK) Ltd, a market leader in regulatory voice recording centralised management and enterprise workforce optimisation solutions, is delighted to announce it has reached the finals of the Citywealth Magic Circle Awards, whose winners are scheduled to be announced on the 13th of May, and where Business Systems is a finalist in the ‘FinTech Vendor of the Year’ category.
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‘