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artificial intelligence

Do you specialise in Artificial Intelligence? We want to hear from you!

960 640 Stuart O'Brien

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in June we’re focusing on Artificial Intelligence.

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 Artificial Intelligence 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:

Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
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.

Contact Centre Masterclass: How to Turn AI into ROI and loyal customers

960 640 Stuart O'Brien

Advances in AI Automation through Conversational Artificial Intelligence are enabling companies to provide high quality customer service at scale while also helping call centres achieve significant cost savings.

But the AI topic has been around for years so how do you actually achieve the promise of Conversational AI in your contact centre today?

Join this session to learn about:

  • The top use cases for AI and how they will help you re-imagine your agent roles and customer experience
  • How to build your business case for AI to demonstrate the cost savings and growth that could be gained from investments
  • See a live demonstration of the leading tools for Self Service, Insights and real-time Agent Assist to serve your customers better than ever before.

To provide a more personalised experience during the session, spaces are limited.

Click Here To Register Today

WEBINAR REWIND: The future of AI in the contact centre

300 250 Stuart O'Brien

Don’t worry if you missed last week’s insightful webinar about the future of AI in the contact centre – You can now re-watch the entire session online.

The in-depth discussion saw Paul Lasserre (Global Segment Lead for Applied AI solutions, AWS) 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.

The session explore the obstacles organizations face on their journey to AI maturity and how can these barriers be overcome as automation becomes a CX standard.

Click Here To Watch Again

WEBINAR: The future of AI in the contact centre

960 640 Stuart O'Brien

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

WEBINAR REWIND: How AI is delivering a new generation of CX Analytics

960 640 Stuart O'Brien

Don’t worry if you missed TalkDesk’s recent webinar – You can now re-watch the entire session online!

Contact centres spend significant resources evaluating agent effectiveness and customer sentiment, but don’t always know if they are capturing the right data, creating the right KPIs and sharing the available analytics to allow them to improve agent and customer metrics. Has your approach to analytics been re-evaluated to take advantage of today’s cloud and AI technology?

In the webinar, Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, LLC, and Rob Peterson, Head of CX Strategy at Talkdesk, pull back the curtain on the analytics “black box” and introduce a vision to measure technology as a leading indicator of exceptional CX and business outcomes.

Click Here To Watch Again

Talkdesk recognizes the importance of measuring and evaluating your KPIs, to make informed and strategic business decisions. The brand new 2021 Talkdesk KPI benchmarking report analyzes how contact center metrics changed during 2020 compared to 2019 and provides you with insightful tips on how to optimize your contact center and deliver superior CX. Download our KPI benchmarking report here.

Do you specialise in Virtual Contact Centre solutions? We want to hear from you!

960 640 Stuart O'Brien

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in July we’re focusing on Virtual Contact Centre 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 Virtual Contact Centre 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:

Jul – Virtual Call/Contact Centres
Aug – Training & Development
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.

Do you specialise in Artificial Intelligence solutions for contact centres? We want to hear from you!

960 640 Stuart O'Brien

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in June we’re focusing on Artificial Intelligence 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 Artificial Intelligence 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:

Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
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.

Analyst Report: AI Helps Align Agent Performance with Customer Expectations

960 640 Abby Monaco

By Abby Monaco, Senior Product Marketing Manager, NICE

Using AI capabilities to deliver agent guidance in real time, at the exact moment it’s needed, helps contact centres maximize agent performance, delight customers and reduce costs. That’s the finding of a report by Aberdeen, which surveyed more than 300 contact center leaders across industries around the world.

Aberdeen found that the No. 1 priority of contact centres, regardless of industry, is to improve the customer experience, followed by reducing service costs to drive operational efficiency.  In the report, “The ROI of Real-time Agent Guidance: How AI Helps Align Agent Performance with Customer Expectations,” Aberdeen Vice President and Principal Analyst Omer Minkara details opportunities for improvement for contact centres considering implementing AI.

Aberdeen defines contact center AI as encompassing:

  • Artificial intelligence: Automated reasoning and decision-making capabilities based on insights uncovered through machine learning algorithms.
  • Machine learning: Technology applications that learn by themselves by analysing a pattern of historical and recent data.
  • Prescriptive guidance: Tools used to analyze structured and unstructured historical data to make predictions and suggest decision options.
  • Predictive analytics: Tools to predict future behavior of customers.
  • Automation: Tools used to automate the execution of tasks such as customer routing, agent scheduling and quality assurance.

AI enables organizations to monitor and analyse 100% of customer interactions in real time and give agents the contextual guidance they need to turn the conversation around in the moment. Supervisors gain relevant and accurate insights that help boost their productivity and inform the one-on-one coaching and guidance they offer to agents. In fact, firms using AI report a 2.9% annual improvement in the amount of time supervisors spend helping agents, compared to a 0.1% worsening by contact centers without AI capabilities.

The benefits of AI in the contact center extend to customers as well. According to the report, contact centres leveraging AI capabilities like speech analytics, text analytics and journey analytics enjoy superior CX performance improvements that include:

  • A 10.5% increase in customer retention (compared to a 3.2% improvement for contact centers not using AI).
  • A 3.5x greater improvement in customer satisfaction (10.1% vs. 2.9%).
  • An 8.8% improvement in customer effort score (compared to 1.1%).

“Modern contact centers leverage AI capabilities to take quality assurance to the next level,” Minkara wrote. “Instead of periodic reviews and subsequent agent coaching and guidance, they use AI capabilities to review all interactions in real time – using the resulting insights to provide agents with real-time contextual guidance.”

“This helps shorten the time to make necessary improvements in agent skills and activities to address evolving client needs,” he added. “It also minimizes customer frustration and churn due to inefficiencies in service delivery activities.”

Minkara concluded the report with a strong recommendation that contact centers not currently using AI to boost agent productivity and performance consider doing so. AI models can learn from and be trained using an organization’s historical interaction data, enabling quick results. Read the full report here.

How Analytics Can Help You Deliver Superior Customer Service

960 640 Lauren Maschio

Lauren Maschio, Product Marketing Manager, NICE

Consumers today expect world-class customer experiences, and delivering the fast, personalized service they demand requires that you build analytics into the core of your business. Analytics can deliver a competitive advantage by improving the quality of your interactions with customers, and with the contact centre the most vital point of contact between your company and your customers, that’s critically important.

Analytics encompasses far more than trends and insights, however; trends and numbers will get you nowhere unless your analytics program is driving the business outcomes you desire rather than simply identifying trends. Here’s what you need keep in mind to truly impact CX and CSAT:

Leverage the power of AI

AI technology has become the driving force behind innovation ranging from self-driving cars to e-commerce recommendations. In the contact center, the use of prebuilt AI technology for analytics has moved from a nice-to-have to an imperative due to its ability to transform customer service, both in terms of quality as well as efficiency. While machine learning examines and compares data to find patterns and explore nuances, AI takes it a step further, continually evolving in how it enables machines to behave in a way previously thought to require human intelligence.

In the contact center, that takes a variety of forms, including:

  • Autodiscovery, or the use of unsupervised machine learning to surface unknowns in interactions data, which makes it possible to focus deeper analysis on the topics that are most critical to your business.
  • Sentiment analysis, which is a proven predictive indicator of customer satisfaction such as tNPS or CSAT surveys.
  • AI behavior models, which score the agent soft-skill behaviors that influence the sentiment analysis on all interactions.

Move beyond speech analytics

Your agents’ interactions with customers are no longer limited to the phone; increasingly, customers are reaching out via chat, email, social media and more. If you really want to know what your customers are talking about, you must be analyzing interactions over all channels – text and audio.

An omnichannel approach that covers all channels of interactions enables you to analyze a variety of characteristics, including:

  • Speech time/non-speech time, or the presence and amount of speaking vs. silence in calls over a period of time. You can identify both the agents who have the highest speech or non-speech time as well as the reasons for call silence.
  • Agent response time in a chat, or how long it takes the agent to respond to a chat request.
  • Customer sentiment on social channels, including through text, hashtags and more.

Focus on outcomes, not data collection

When implemented in a way that drives outcomes rather than simply outlining trends, analytics offers tremendous potential to improve CX and CSAT, as one financial services provider found. After implementing an analytics program across its contact center, the provider discovered that agents were missing information, leading to long hold times. By training agents better, the provider was able to:

  • Decrease hold times.
  • Increase customer satisfaction.
  • Save more than $540,000 annually.

Keep evolving

If there’s one constant today, it’s that change is ongoing. Your sales and service models aren’t static, so your analytics program shouldn’t be either. Your business — and the language your agents and customers use when speaking about your unique environment, products and services – will naturally evolve, and your analytics program must be able to adapt in response.

To learn more about how analytics can give you the tools you need to drive the outcomes your business desires and the service your customers demand, download the ebook, AI-Enabled Contact Center Analytics For Dummies 

Integration with existing business tools, the biggest blocker to improving Call Centre Operations

642 428 Guest Post

By Frédéric Durand (pictured), Founder & CEO Diabolocom

In a live survey being run by Diabolocom, 67% of respondents have shared that the biggest barrier they for-see in 2021 to improving call centre operations is the need to integrate with existing business tools. When asked about their organisations planned investments for 2021, 80% indicated that they would be expanding video-conferencing capability and a further 63% would be exploring the integration of AI into their platforms.

So, in a world of cloud and AI, why is integrating with existing business tools perceived to be the biggest barrier for organisations? The answer is complex, many organisations have legacy enterprise tools that require weeks of development time to make changes. API’s have been added, bespoke work-arounds created and development coded into their systems. In some cases, organisations may have not or are not able to migrate to cloud systems as of today, and others do not want the disruptive change to their businesses. Underneath the shiny websites though, organisations can have complex and cumbersome IT ecosystems that can make technology improvements difficult to implement.

With all this being said, organisations must evolve to survive and thrive. A post Covid-19 world is the test case to prove this statement. Throughout 2020, organisations have had to turn into an almost fully remote workforce, with the demand for technology that can support this fundamental shift in ways of working increasing ten-fold. Customer behaviours have also changed. When budgets are tight, pressure to deliver greater than ever, and in an always digitally on mindset, it can be argued that customer communication and the tools required to support this needs to change also.

How then, can contact centre operatives pivot and thrive in this rapidly changing environment? The answer – a flexible and tailorable platform that is already set up to integrate rapidly with existing tools such as your CRM, can be accessed from anywhere, regardless of where in the world your workforce is, and has a simple and intuitive user interface that ensures the enhanced value to your operations almost immediately.

The argument for a platform such as Diabolocom is compelling for improving contact centre operations. A completely omni-channel platform that integrates seamlessly with existing business tools and can be deployed rapidly through the cloud overcomes many challenges to improving operational excellence. With built in integrations with the likes of Zendesk, Salesforce, Microsoft Dynamics, and ServiceNow, the platform provides your agents with all of the information they need to continue thriving in a new contact centre world. Multi-channel and flexible to your needs, your agents and customers can communicate in more than ways than ever before, all captured and recorded using your existing CRM.

To feed into the live survey and share your insights into the contact centre industry, follow the link here: https://www.surveymonkey.co.uk/r/diabolocom

To find out more about Diabolocom and why it might be the right tool for you to overcome barriers to operational success, visit www.diabolocom.com/en.