How ‘artificial aggression’ could soon be helping your business
Watch most science-fiction these days and you won’t fail to notice constant warnings about the inevitable and unstoppable rise of artificial intelligence (A.I.). But it looks like customer service agents should be getting used to ‘artificial aggression’ much sooner. New Zealand-based tech firm Touchpoint has spent more than £230,000 developing an ‘angry’ software programme called […]
A staggering 9 in 10 contact centres are ignoring customer ‘experience’ demands
Since the rise of mobile and connected devices, contact centres have seen a sharp increase in customers demanding a service ‘experience’ across numerous channels. Furthermore, they expect a company to be able to recognise their ‘journey’ of interactions on those various different channels. Unfortunately, supply has yet to meet demand — a recent WebHelp survey […]
Mystery callers and how they can help your business
The ‘mystery caller’ concept — adapted from the ‘mystery shopper’ — is an effective, but relatively unheralded technique in agent training. With monitors posing as ‘customers’ unbeknownst to staff, a firm can assess levels of service whilst pinpointing any issues within the customer experience with calls as they would be taken, not in the ‘falsity’ […]
Contact centres one of the UK’s ‘biggest bugbears’
Call centres are the nation’s biggest bugbear – especially those based outside the UK – according to new research carried out by Which? consumer group released last week. Having surveyed 100 major UK brands and more than 3,500 consumers, the results found that 46 per cent of people said they were irritated by call centres […]
