[Last Updated June 2020]
With Contact Centres all over the globe still facing the reality of home working, real-time adherence functionality remains to be vital in order 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. 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.
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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‘
[Last Updated Dec 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.