From the beginning of time, organisations around the world have been dealing with the important challenge of driving growth whilst keeping costs down and customers happy.
However, we live in a time where customer’s expectations and demands continue to exponentially grow whilst customer loyalty disappears. Not only do organisations need to work hard to get new customers, they need to work even harder to retain existing ones.
Expectations around how service is delivered are changing. Increasingly, the old-style agent is not where customers expect to find answers to queries and solutions to problems, preferring instead self-help, peer-led and automated options. In the digital age, there are important questions for businesses to ask themselves about the nature of service provision, and where responsibility for it should lie within their organisation.
Financial services organisations have never been under more pressure to maintain tight control over their data. Regulations now require banks, insurance companies, financial advisers and many others to record every call, keeping up-to-date archives stretching back for extended periods. Driven by the agenda pressing for greater transparency in financial sectors, organisations must be able to retrieve and access information from individual calls on demand in order to remain compliant.
For large companies running multiple operations, perhaps in several different locations, the demands on managing call data create a huge logistical challenge. The call volumes involved are often huge and reside in multiple systems, making it difficult, time consuming and costly to find and retrieve data.
When legacy systems are involved that weren’t designed to be integrated with other platforms, access can become extremely difficult to manage.
Humanise the workplace series – Part 3
Agents will always be the most vital resource for your contact centre. As a contact centre manager it’s your job to boost employee satisfaction and retention, lower sickness and absenteeism rates and enhance customer service. The end result being improved profitability, a happier workforce and happier customers.
Finding the right Workforce Management solution can help you achieve these goals.
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