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INDUSTRY SPOTLIGHT: SmartScribe

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Fusion’s plug ‘n’ play application SmartScribe® shines a light in minutes on your customer interactions. Find out how.

SmartScribe® from Fusion.

Switch the lights on in minutes and learn what’s really going on between your agents and your customers. SmartScribe® is easy to deploy and brings relevant analytics from the get-go.

Use your call and screen recordings to capture insight into your compliance, quality monitoring, customer service and agent performance.

The Smart Approach

Contact Centres have a number uses for transcription, speech analytics and screen recording. But what are the most popular ones?

  1. Redaction: In our GDPR age and with PCI regulations tightening, ensuring your call recordings are compliant with both is important. A tool like SmartScribe® removes sensitive information from the call transcription and the recording, leaving your Contact Centre free to store call recordings without breaching regulations.

  2.  Automating Compliance: Agents are typically required to deliver statements, or ask questions, to ensure the company complies with external regulations, internal standards and reporting. Using speech analytics means you can check compliance on every call and help you provide targeted training where needed. 

  3. CX and Agent Performance: Truly understanding customer trends across each interaction is becoming ever more important with the focus on Customer Experience. Using automation tools like SmartScribe®, companies are monitoring all of their calls, building a much fairer understanding of agent’s performance.

The three key questions

These questions cover topics which have prevented companies adopting this technology in the past.

How does it work? SmartScribe® will take your voice, chat and email records and automatically check them for compliance using Natural Language Processing (NLP), Artificial Intelligence (AI) and Machine Learning (ML) technologies. Seeing is believing.

How much does it cost? Much less than it did just a year ago. In fact, the cost barrier to entry has been lowered to such an extent that even small contact centres of just 10 seats can afford to play. 

How much effort does it require? Things have changed… It used to take 3 to 6 months of typing in keywords and teaching the system what you want to know. With SmartScribe’s intelligent processing you can gain insight with practically no heavy lifting at all. 

SmartScribe® is a Leader

Considering the increasing variety of benefits, easy adoption and lowering price, more and more contact centres are bringing automated analytics into their technology stack. 

Here at Fusion we are leading with advances in accuracy and AI through SmartScribe®, helping companies stay compliant, improve efficiency and lower cost.

https://www.fusion-telecom.co.uk

Introducing ERROL – The fun way to embed Learning & Knowledge

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Ember Real Results Online Learning Platform (Errol Owl) is a unique tool designed to increase the effectiveness of your learning solutions.

It provides an easy and enjoyable way to follow up on learning and help identify further knowledge gaps that can be plugged by further learning or through coaching…

For more information, visit:

https://www.emberrealresults.com/our-solutions/learning-retention/errol/

The Virtual Agent: Finding the balance between man and machine

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It’s no secret that AI technologies are taking the customer service and contact centre industry by storm. After all, the idea of replacing expensive staff with comprehensive automation can represent an all-too-tempting opportunity for contact centre cost-cutting.

Suddenly, a future where customers interact solely with emotionless corporate robots, with no option for compassionate human conversation, doesn’t seem quite so distant as it once did.

However, your human agents are the key to maintaining successful customer relationships, and driving a brand loyalty fuelled by genuine human interaction. It is in enhancing your agents’ ability to form these relationships that AI truly reaches its full potential.

Agents and Automation

By implementing intelligent automation in your contact centre, routine enquiries, repeat calls, and requests for information will be resolved must faster, often without the need for human interaction. This frees up live agents to tackle more complex questions, and serve priority customers.

By shielding live agents from repetitive, low satisfaction tasks and allowing them to use their unique skills and specialist knowledge, their job satisfaction is drastically increased, leading to reduced agent attrition.

Introducing brain® Virtual Agent

Content Guru’s latest AI development, brain Virtual Agent, is a cutting-edge AI toolset, offering Natural Language Processing (NLP), Image Recognition (IR), and Chatbot capabilities.

brain’s NLP technology facilitates speech recognition, allowing simple spoken queries to be automatically resolved, liberating your agents to tackle more complicated issues. Through speech-to-text transcriptions, brain can securely store customer interactions for compliance or data analysis purposes. Agents can access these using a simple keyword search, enabling future customer interactions to be more personalised and streamlined.

brain integrates seamlessly with world-leading IR technology. Through image filtering, brain can automate everyday, image-based queries, order images by importance, and flag up those that require specialist agent attention. Images can also be screened, so that your agents are not exposed to inappropriate content unnecessarily.

By understanding human language and simulating conversation, brain-powered chatbots can be used to provide accurate, live information to customers when prompted.

Find out more about how Content Guru’s AI offering can enhance your agent performance here: https://bit.ly/2HpT4eF

 Find out more about Content Guru here: https://www.contentguru.com/

4 reasons you need live chat today

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The implementation of live chat, chatbots and virtual assistants has grown exponentially.

In fact, it has become the most popular channel for adults, with 75% saying they prefer queries to be handled via live chat.

We, at giosg, have put together a few key reasons why you should implement live chat today:

Efficiency!

Live chat enables operators to deal with many customers at one time – with agents handling up to 7 chat conversations at one time. This not only increases the amount of tickets processed simultaneously, but also cuts down customer waiting time, a win-win situation for agents and customers. Using pre-written answers or canned answers based on most commonly asked questions help Using live chat gives you an additional channel that is five times more efficient than traditional customer service channels, which leads us to our next point…

Boost sales and reduce costs

By making operators more efficient (as mentioned above), live chat minimises variable costs. Also, as a contact centre, adding this new channel to your offering means the possibility to provide another service for your clients – creating a new revenue stream for you and subsequently keeping your clients happy. Not to mention, providing a true omnichannel experiencewill help boost your clients’ revenue and in turn your contribution margin.

Cater to the customer

AI is the talk of the town and when it comes to live chat, it’s the thing ensuring that you deliver the right message to the right person at the right time. In particular, AI-powered chat such as giosg Target, optimises the actions you take when interacting with customers by analysing online behavioural patterns. This means, that live chat would only pop-up for customers who actually need it and benefit from it. 

Easily integrable 

Integrating a new system can feel like a daunting project – we know it’s no fun! However, with giosg integration into your current infrastructure is done seamlessly. In most cases, we can have live chat up and running on your website within a day. Still concerned that once in place, you or your business won’t have the know-how or internal resources to manage it? That needn’t be a worry – the interface is intuitive and very easy to use. More importantly, we offer training and support to help your team.

Get more insight about expanding customer service channels and why to implement an omnichannel strategy here.