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Stuart O'Brien

Do you specialise in Web Self Service/Chat solutions? We want to hear from you!

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Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in October we’re focusing on Web Self Service/Chat solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Web Self Service/Chat solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.

WEBINAR: The future of AI in the contact centre

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Tuesday, September 14, 2021, 10 a.m. BST

Join talkdesk for a virtual discussion with Paul Lasserre (Global Segment Lead for Applied AI solutions, AWS) to explore the maturity of AI in the CX space, the key barriers to AI adoption, and the top predictions for the future of AI in the contact centre.

Contact centres worldwide are adopting AI technology to reimagine the customer journey and empower agents to deliver faster, more accurate customer service. Yet despite 89% of CX professionals recognising the importance of leveraging AI in the contact centre, only 14% of organizations consider themselves “transformational” in employing AI to do the heavy lifting for their business.

What are the obstacles organizations face on their journey to AI maturity? And how can these barriers be overcome as automation becomes a CX standard?

Sign up to explore how businesses are adopting AI and the top predictions for the future AI in the contact centre.

Click Here To Register

UK ‘the most unforgiving country’ when it comes to customer service

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More than a third of people (38%) in the UK felt that their experience with customer service has got worse over the last 12 months, making it the highest figure out of the US and Europe.

That’s according to the Customer Service Index 2021, produced by Five9, which found nearly half of UK respondents (44%) are very unlikely to be willing to do business after poor customer experience – making it the least forgiving country.

And almost two-fifths (39%) of UK consumers have left a brand they were previously loyal to over the last 12 months, with the biggest losers being retail and consumer products (28%) followed by banking and financial services (15%).

Five9’s Customer Service Index looks at what consumers believe makes good or bad customer service. Other interesting points from the research include:

  • Phone is still king: More than half (51%) of total consumers (US and Europe) still prefer the phone as the best means of communicating with customer services. Yet compared with other countries, the UK is most likely to use webchat (20%)
  • When asked the preferred channel for urgent/sensitive issues, the number for by phone increased to 65%. Note that for the UK respondents, that number increased to 68%
  • Over a quarter (26%) of UK consumers are more willing to use social media platforms for customer service than they were a year ago
  • Virtual agents: Two-fifths (40%) of UK consumers are already using virtual agents where available. Nearly a fifth (18%) haven’t yet used them but would if they were available, showing a huge opportunity for contact centres to capitalise on virtual agents
  • The UK is still not ready for video: Over two-fifths (42%) of consumers would prefer not to use a video call with a customer service agent. Whereas in Spain, less than a third (29%) aren’t comfortable

Brian Atkinson, Vice President and General Manager, EMEA from Five9, said: “Our Customer Service Index suggests some correlation between customer service and brand loyalty. Most businesses have faced unprecedented uncertainty over the last 12 months and simply cannot afford to lose customers. It’s therefore essential to get customer service right – especially for UK consumers. To do this it is ultimately about human connection, which is the underlying theme across the survey results. The phone is still popular because consumers want to feel like they are talking to a real person, and are being understood and listened to. Yet, they still expect the same across chatbots and social media. Human connection needs to therefore be at the heart of every communication – even if an actual person isn’t present.”

You can read the full report here.

Last chance to register for the Contact Centre & Customer Services Summit

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The Contact Centre & Customer Services Summit takes place NEXT WEEK – secure your place today!

13th & 14th September – Queens Hotel, Leeds

Your complimentary pass includes:

– A corporate “speed-dating” itinerary of one-to-one meetings with solution providers
– A seat at our industry seminar sessions (included within your itinerary)
– Overnight accommodation at the venue – free of charge
– Complimentary meals and refreshments throughout
– Networking breaks to make new connections in your field

If you are interested in attending you can confirm your free place via our booking form here – www.contactcentresummit.co.uk/booking-form/

For more information, contact us directly at b.law@forumevents.co.uk.

NICE launches Enlighten XO

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NICE has commerced the roll out of Enlighten XO, which automatically generates insights from human conversations to build smart self-service with advanced AI.

Additionally, the platform streamlines the development of digital self-service applications by injecting data from past interactions to optimise future self-service experiences.

NICE says organisations can now take a data-driven, self-learning, empirical approach to increase self-service effectiveness and drive exceptional experiences.

In Forrester’s publication, “Predictions 2021, Customer Service,” the analysts reported, “Customer behaviors and communication preferences have permanently shifted; in 2021, brands will see a 40% increase in digital customer service.”

NICE says that in today’s digital-first world, organisations need to deliver an effortless experience on the consumer’s channel of choice to compete in a transformative industry.

The new solution analyses 100% of interactions from any platform to discover the best opportunities for automation, taking the guesswork out of self-service development with purpose-built AI models that identify customer intents, training phrases, and problem-solving activities that ensure success.

Armed with superior data and insights, organizations can accelerate their digital transformation and turn self-service into a competitive advantage.

“Soaring demand for digital service is driving organizations to accelerate their digital CX transformation and drive full resolution on their digital platforms,” said Barry Cooper, President, NICE Workforce & Customer Experience Group. “Enlighten XO makes self-service applications smarter by deriving intelligence from consumer conversations across all channels. We’re excited to introduce Enlighten XO to the market and make self-service capable of creating engaging experiences.”

Contact & customer service centres: 2021 buying trends revealed

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Agent Coaching & Monitoring, Training & Development and Artificial Intelligence top the list of solutions the UK’s leading contact centre and customer services professionals are sourcing in 2021.

The findings have been revealed in the lead up to the Contact Centre & Customer Services Summit, which takes place on September 13th & 14th at the Queens Hotel in Leeds.

Delegates registering to attend the event have been asked which areas they needed to invest in during 2021 and beyond.

A significant 67.9% are looking to invest in Agent Coaching & Monitoring, with 50% sourcing Training & Development solutions.

Just behind were Artificial Intelligence (46.4%), Business Performance Improvement, Business Performance Improvement and Multi-Channel Comms/Integration (all 46.4%).

% of delegates at the Contact Centre & Customer Services Summit sourcing certain products & solutions (Top 10):

Agent Coaching and Monitoring 67.9%
Training & Development 50.0%
Artificial Intelligence 46.4%
Business Performance Improvement 46.4%
Multi-Channel Comms/Integration 46.4%
Online Live Chat 46.4%
Call Centre Technology 42.9%
Workforce Management/Optimisation 42.9%
Home Working 39.3%
Knowledge Management 39.3%

To find out more about the Contact Centre & Customer Services Summit, visit https://contactcentresummit.co.uk.

INDUSTRY SPOTLIGHT: Transform your coaching with Stella Connect

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With a majority of companies having fully or partially distributed workforces, keeping agents engaged and performing at their best is more important than ever. Stella Connect offers near real-time visibility into agent performance with integrated coaching workflows to drive agent improvement.

With response rates of up to 50% and near real-time feedback streams, team leaders can easily identify and act on meaningful coaching opportunities with their agents.

Stella Connect offers service teams a humanized, near real-time agent-level feedback platform, integrated quality assurance, and coaching that brings all of the relevant data points together.

Get visibility into agent performance, help agents and coaches develop in collaboration, and empower your team to deliver exceptional customer experiences with Stella Connect.

www.stellaconnect.com

Learn from the best at the Contact Centre & Customer Services Summit

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Here are two of the seminar sessions that you can enjoy next month at the Contact Centre & Customer Services Summit…

13th & 14th September – The Queens Hotel, Leeds

“Happiness of Being You”

Presented by: Danny Bent, Motivational Speaker

Listen to Danny’s unique and sometimes unconventional ways to fill your work and home life full of positivity. Packed with stories and emotion, Danny takes us on a rollercoaster ride that leaves each and every audience inspired, empowered and smiling from ear to ear.

· Finding the positive chink in life

· Small ideas can lead to the incredible

· Stop striving as individuals

· Your smile is a powerful weapon

“Using customer centricity to drive sales and profitability”

Presented by: Martin Newman, Founder at The Customer First Group

In this presentation, Martin Newman discusses how customer centricity is the key to consumer empowerment as well as making your business more successful in the long-run.

· Too much focus on cost to serve as opposed to customer lifetime value

· Customers seen as a profit centre, not a cost centre

· Prioritise customer empowerment

· Deliver great experiences

· Turn customers into fans

+++++++++++++++++++++

As a professional within this industry your attendance is entirely free and includes;

– A corporate “speed-dating” itinerary of one-to-one meetings with solution providers
– A seat at our industry seminar sessions (included within your itinerary)
– Overnight accommodation at the venue – free of charge
– Complimentary meals and refreshments throughout
– Networking breaks to make new connections in your field

Register today at https://contactcentresummit.co.uk.

Do you specialise in Knowledge Management solutions? We want to hear from you!

 960 640 Stuart O'Brien
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0

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in September we’re focusing on Knowledge Management solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Knowledge Management solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.

80% of global organisations expect breaches of customer records

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Trend Micro and the Ponemon Institute have revealed the findings of a study which discovered that 86% of global organisations expect to suffer a cyber attack in the next 12 months.

The findings come from Trend Micro’s biannual Cyber Risk Index (CRI) report, which measures the gap between respondents’ cybersecurity preparedness versus their likelihood of being attacked. In the first half of 2021 the CRI surveyed more than 3,600 businesses of all sizes and industries across North America, Europe, Asia-Pacific, and Latin America.

The CRI is based on a numerical scale of -10 to 10, with -10 representing the highest level of risk. The current global index stands at -0.42, a slight increase on last year which indicates an “elevated” risk.

Organizations ranked the top three negative consequences of an attack as customer churn, lost IP and critical infrastructure damage/disruption.

Key findings from the report include:

  • 86% said it was somewhat to very likely that they’d suffer serious cyber-attacks in the next 12 months, compared to 83% last time
  • 24% suffered 7+ cyber attacks that infiltrated networks/systems, versus 23% in the previous report.
  • 21% had 7+ breaches of information assets, versus 19% in the previous report.
  • 20% of respondents said they’d suffered 7+ breaches of customer data over the past year, up from 17% in the last report.

“Once again we’ve found plenty to keep CISOs awake at night, from operational and infrastructure risks to data protection, threat activity and human-shaped challenges,” said Jon Clay, vice president of threat intelligence for Trend Micro. “To lower cyber risk, organizations must be better prepared by going back to basics, identifying the critical data most at risk, focusing on the threats that matter most to their business, and delivering multi-layered protection from comprehensive, connected platforms.”

“Trend Micro’s CRI continues to be a helpful tool to help companies better understand their cyber risk,” said Dr. Larry Ponemon, CEO for the Ponemon Institute. “Businesses globally can use this resource to prioritize their security strategy and focus their resources to best manage their cyber risk. This type of resource is increasingly useful as harmful security incidents continue to be a challenge for businesses of all sizes and industries.”

Among the top two infrastructure risks was cloud computing. Global organizations gave it a 6.77, ranking it as an elevated risk on the index’s 10-point scale. Many respondents admitted they spend “considerable resources” managing third party risks like cloud providers.

The top cyber risks highlighted in the report were as follows:

  • Man-in-the-middle attacks
  • Ransomware
  • Phishing and social engineering
  • Fileless attack
  • Botnets

The top security risks to infrastructure remain the same as last year, and include organizational misalignment and complexity, as well as cloud computing infrastructure and providers. In addition, respondents identified customerturnover, lost intellectual property and disruption or damages to critical infrastructure as key operational risks for organizations globally.

The main challenges for cybersecurity preparedness include limitations for security leaders who lack the authority and resources to achieve a strong security posture, as well as organizations struggling to enable security technologies that are sufficient to protect their data assets and IT infrastructure.