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TalkDesk

WEBINAR REWIND: The future of AI in the contact centre

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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

5 Minutes With… TalkDesk’s Jay Gupta

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In the latest instalment of our contact sector industry executive interview series we spoke to Jay Gupta, Global Director of Product Marketing at Talkdesk, about the company, the ongoing challenges posed by the pandemic, the importance of operational efficiencies and the potential for artificial intelligence…

Tell us about your company, products and services?

Talkdesk was founded in 2011 by Tiago Paiva. He recognised that the problems contact centres face didn’t change, but businesses needed a better way to find solutions and deliver impressive customer experiences. Talkdesk is helping customers innovate a better way to great CX with Talkdesk CX Cloud™, an end-to-end customer experience solution that combines enterprise scale with consumer simplicity, all on a single unified platform. Talkdesk has since been named a Leader in the 2021 Gartner® Magic Quadrant™ for CCaaS for the second consecutive year.

What have been the biggest challenges the Contact Centre/Customer Services industry has faced over the past 12 months?

The pandemic completely restructured our day-to-day lives, many of us working from home and relying on online services. The companies that thrived were those who provided digital, frictionless customer experiences. Customer expectations became higher than ever, with 68% of customers reporting that a single poor customer service experience would negatively impact their brand loyalty. This pressure on brands to offer the amazon-like customer service was one of the biggest challenges in the contact centre industry and pushed businesses to rapidly accelerate their digital transformation roadmap.

And what have been the biggest opportunities?

Especially over the past year, it is clear that the efficient operation of the contact centre is key to any business success. However, even the most efficient contact centres are not often viewed or operated as strategic assets, and companies miss clear opportunities to generate significant enterprise value by failing to invest in unlocking the true potential of contact centres. In direct response to this, Talkdesk has launched the ‘Cost-to-growth’ campaign which leverages the contact centre as a growth centre through 3 stages: Assess, Dream, and Launch.

What is the biggest priority for the Contact Centre/Customer services industry in 2021/22?

I think the biggest priority for the contact centre industry in 2021/22 would be to upgrade legacy technology and take advantage of cloud based technologies. The cloud has allowed so many people to work from home and been one of the main reasons businesses have been able to continue over 2020. Businesses are now recognising that every aspect of their organisation needs a cloud based solution to operate as efficiently as possible, as well as safeguard against unusual events.

What are the main trends you are expecting to see in the market in 2022?

I would definitely expect to see an increase in the adoption of AI and automation. We are seeing an increased recognition of the benefits of AI for providing agents with real-time contextual information, better managing the contact centre workforce, as well as delivering personalized, 24/7 customer service. I would expect this to be a growing priority in the contact centre industry in the near future.

What technology is going to have the biggest impact on the market this year?

This year, cloud-based intelligent security solutions are having a huge impact on the market. Intelligent Security, such as Talkdesk’s ‘Guardian’ enables businesses to gain better visibility of their remote workforce and effectively mitigate risks such as insider threats, noncompliance, negligence, and unpredictable work-from-home infrastructure. This technology can also ensure that customer interactions are handled securely and compliantly, regardless of where agents are located.

In 2025 we’ll all be talking about…?

In 2025, I think AI will become mainstream. We’re seeing more businesses across industries, big or small,  who don’t necessarily have the technical clout of a technology giant like Amazon, but want to transform their contact centres with AI to offer an Amazon-like customer experience. With 84% of organisations now believing customers expect self-service options 24/7, AI is providing contact centres with the tools to deliver impressive, frictionless customer experiences outside of the call centre operating hours. AI is also being used to empower agents by providing them with real-time, contextual information so they can answer customer questions more quickly and accurately. Finally, contact centres are now able to intelligently uncover friction points in customer journeys. I expect AI will be essential to the operation of the most successful contact centres in 2025.

What’s the most surprising thing you’ve learnt about the Contact Centre/Customer Services sector?

The contact centre is often positioned as a cost centre despite sitting at the heart of customer experience. I was surprised to learn that businesses are extracting more value from their contact centres by enhancing their customer experiences. Delightful customer experiences that boost customer satisfaction and brand loyalty can catapult contact centres from a cost centre to a profit centre.

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

DOWNLOAD: 2021 Talkdesk global contact centre KPI benchmarking report

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By Talkdesk

At Talkdesk, we know the importance of benchmarking in driving strategic business decisions. Featuring our proprietary data, the brand new Talkdesk KPI benchmarking report analyzes the impact of the turbulence of 2020 on contact centre performance across five operational metrics applicable to every industry.

What you will learn:

– The importance and benefits of benchmarking.
– How contact centre metrics changed during 2020 compared to 2019.
– How your contact centre performance stacks up against peers across industries, regions and company sizes.
– Tips to optimize your contact centre and improve CX.

Click here To Download

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

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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.

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

960 640 Stuart O'Brien

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?

Join Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, LLC, and Rob Peterson, Head of CX Strategy at Talkdesk, as they 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.

Speakers:
Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics
Rob Peterson, Global Head, CX Strategy and Value Consulting at Talkdesk

Date: Wednesday, July 14, 10 a.m. PT | 1 p.m. ET | 6 p.m. BST

Click Here To Register

Can’t join us at 10 a.m. PT? Sign up for our session on July 15, 10 a.m. BST

Why VPN is a poor choice for enabling a remote call center staff

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By Steve Bell, TalkDesk

In my previous blog, I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. In this blog, I explore the challenges and pitfalls of a common alternative tactic many companies are employing to enable remote agents: using Virtual Private Network (VPN) connections to their legacy on-premises phone system.

Decision Time

IT executives across the globe are currently facing the urgent need to remote enable their contact center staff. If you’re still running an on-premises phone system, chances are you already have a VPN network in place to support a percentage of teleworkers – maybe 10 to 20% – for disaster recovery scenarios. So, one reaction might be to extend that VPN network to your entire staff, leaving your on-premises phone system in place.

On the other hand, you know you’ve been wanting to move your contact center to the cloud to take advantage of efficiencies, cost savings and better customer experiences, but haven’t had a compelling event to make the move. If there was ever a compelling event, COVID-19 is it. This is your company’s justification to move to the cloud immediately. Why not embrace the opportunity?

Which of these alternatives – VPN or Cloud – makes the most sense in terms of speed, cost and reliability? Spoiler alert: the right answer is NOT VPN. Click here to discover why.