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Webinar

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.

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

WEBINAR: Employee engagement in a remote-work world

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By Puzzel

In this new world of hybrid working, contact centre leaders face a difficult challenge. How can you keep teams happy, connected and engaged, regardless of where they’re logging in?

Join Puzzel’s webinar with guest speaker, Sandra Thompson for top tips on maintaining a strong company culture, keeping teams aligned, and supporting agents’ wellbeing. Puzzel will also demonstrate how tools such as Workforce Management can help you manage resources moving forward.

Save your seat here: https://bit.ly/3fXWzHg

WEBINAR: Hyper-personalisation in financial services

960 640 Stuart O'Brien

21.05.2021

12:00 – 13:00 BST / 13:00 – 14:00 CET

Click Here To Register

Technology is changing the way people manage their money. Fintechs are disrupting the market with innovative new services that have raised the bar for seamless digital banking, accounting and insurance. But incumbent firms are now keeping pace, undergoing ambitious digital transformations in a rapid bid to retain customers.

In this highly competitive market, customer service has become the key differentiator. Customers are choosing the firms that can put their needs front and centre, who understand what they want and can tailor their products and support to match.

In Puzzel’s upcoming webinar, discover how you can transform your customer service and deliver hyper-personalised support with the latest CCaaS technology. Quick to set-up and easy to deploy, a cloud contact centre solution can help you capture the right customer data and leverage AI to deliver standout service without placing any extra strain on your agents.

Click Here To Register

Mobile Learnings for 2021 to Increase Customer Loyalty

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By Pinder Takhar​, Director of Marketing, mGage

2020 was a significant year for business messaging as we saw an upward trend in its usage. It quickly became an indispensable communication channel for brands to stay connected with their customers, keeping them engaged, informed and updated.

Along with an increase in two-way messaging, more businesses started to deploy mobile chat services and automation in line with consumer demands. It proved vital for enterprises to send key and relevant messages to their audience, enabling them to provide a better customer experience during the pandemic.

Taking our learnings from both business communications and consumer behaviours, we found that there were three significant areas of change that are likely to stick in 2021 and something all organisations need to think about.

  • People shopping online (no surprise here)
  • More cost-conscious consumers
  • Digital product discovery

Thinking about the changes, it raises the question what should brands consider in 2021?

  1. Being multi-channel

We know that the use of mobile messaging for one-way and two-way interaction has increased, however there are many more channels out there like Rich Messaging (RCS), WhatsApp for Business and Apple Business Chat, that brands can adopt to make themselves more available to their customers. Allowing consumers to easily reach them or engage in a two-way dialogue, its increasingly important to be where your customers are. According to Edelman, 65 percent of consumers will base their future purchasing decisions on the ways in which a brand communicates with them at this current time. This highlights that customer needs and requirements are more important than ever before.

  1. Use mobile messaging for customer service

Consumers are looking for convenient ways to engage with brands, as 69 percent[i] of consumers prefer communicating with brands over text messaging rather than traditional phone calls. Many businesses have had to adjust over the last year and adopt mobile chat services, however this is an area that is still largely underutilized for customer support. Enabling mobile messaging channels presents various routes for consumers to effortlessly connect with brands: whether it is to receive product support, request information or to resolve an issue. It empowers mobile users to easily initiate a conversation with businesses and provides a customer first approach.

  1. Consumer reach – best time to send messages

It is important to highlight that people’s routines have changed significantly and they are not the same as they were a year ago. Working patterns have changed considerably, flexible hours are more of a norm, socializing has shifted online and many of us are no longer commuting. Before the pandemic, the best times to engage were typical commuting hours and lunch times. However, recent research has shown that there are now spikes around 9am, after lunch between 2-6pm, with engagement then seeming to decrease until the following day. So, it’s important for businesses to review data and try different times if you have not already done so.

  1. Convenience and transparency

Make it simpler for your customers to engage with you, to navigate and find information. With services such as click and collect provide customers with clear instructions, as to where they can collect this from. Set expectations, if there will be delays, be open and honest and make it effortless to change appointments or delivery times. Customers today expect fast and timely responses to their enquiries and a delayed response can often be the basis for a negative review or cancelled service. A report from Forrester Research found that 63 percent of customers will leave a company after just one poor experience and almost two-thirds will wait no more than two minutes for assistance.

To learn more about the emerging new technologies and use cases for mobile messaging, watch our webinar recording to pick up some key insights.

Watch Recording

To find out more information about mGage’s Mobile Messaging solution please contact us.

[i] consumers-prefer-communicating-brands-over-text

WEBINAR: Case Study – Remote working and your Contact Centre Operations

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By Diabolocom

The onset of national lockdowns’ in 2020 means that organisations with contact centre operations had to respond and adapt to the previously unchartered territory of an almost wholly remote workforce. Business continuity plans were dusted off the shelf and new ways of working had to be established over-night. Most organisations already had some capability to enable a remote workforce, but never on a scale as large as this and never in such a disruptive way to contact operations.

In a recent live survey from Diabolocom, when asked almost 80% of Contact Centre professionals responded that their organisations planned to increase the remote working capability in 2021, indicating that the trend is likely to continue for the foreseeable future.

In this webinar, held in association with UKCCF, BBGR Customer Service Manager, Alex Carr shares his experience of enabling his contact centre operations to be remote working based. Highlighting the challenges, successes and considerations for planning as 2021 approaches Alex will share his experiences of 2020.

Diabolocom’s UK business lead Mervyn Nichols will also share learnings from 2020, how Diabolocom has supported BBGR in maintaining its excellent customer service, as well as highlighting services and offerings that Contact Centre operations leads should consider for 2021. Mervyn will also share the preliminary insights and results from our live survey, hosting a live Q&A session with Alex and Mervyn, sharing future planning considerations for those in the contact centre industry with remote agents.

Join us 8th December| 12:30pm

Can’t make the live session? The webinar is being recorded, register your details to be sent the replay link shortly after the live session ends. Be sure to invite any colleagues who would also benefit from this presentation.

Please note: For the best webinar experience, we recommend using Google Chrome to access our platform. Internet Explorer is no longer supported and will not work.

WEBINAR: Fast Track Your 2021 CX Service Strategy

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Extraordinary times demand original responses. To help you prepare for the next phase of customer service evolution and deliver outstanding CX throughout 2021, Puzzel and customer strategy expert, Martin Hill-Wilson have developed Being Ready, a handy planning framework for contact centre leaders.

Join Puzzel’s webinar tomorrow to learn more about the framework and receive your free e-book and templates.

When: Tomorrow, November 25 at 14:00 GMT

Where: Online

Secure your place now: https://bit.ly/33aBpzU

WEBINAR REWIND: 3-Step Guide To Scaling Your Business Using AI

960 640 Stuart O'Brien

Don’t worry if you missed KantanMT’s recent webinar giving insight into scaling your business using AI – You can now re-watch the entire session online!

One of the most significant challenges, faced by the contact centres industry is on-boarding new territories and customers. Many contact centre managers will way say it takes too long, it’s expensive, and complex. And if the on-boarding process includes a multi-lingual dimension, then hiring agents with product expertise coupled with language skills can be a nightmare. Combined with increased costs associated with multilingual agent resourcing and rostering, it’s no wonder contact centre managers view it as a significant challenge in scaling their business!

Many contact centre managers are looking towards AI as a solution to help them rapidly scale their business and on-board new clients. This is especially prevalent in the context of providing multi-lingual support and services. These progressive contact centres are shifting the hiring focus away from languages with an emphasis on agent product/service knowledge and expertise.

In the webinar Jim Nolan, AI Evangelist, presents a 3-Step Guide to how AI is used by 1,500 agents at Keywords Studios, for the Gaming and Entertainment industry, delivering support in 12 European and Asian languages. The presentation explores how KantanSkynet is used to remove the language barrier, shifting the hiring focus away from language skills and driving the rapid on-boarding of new territories and clients.

Click here to re-watch the webinar.

If you require additional information, please contact Jimn@kantanmt.com.