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Webinar

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
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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
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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.

WEBINAR REWIND: The role people, platforms & partners play in your future operating model

 960 640 Stuart O'Brien
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If you missed last week’s Ember webinar don’t worry – You can now rewatch the entire session online!

The economic outlook will test organisations like never before. With consumer confidence and spending devastated and constraints on our way of life likely to continue for a considerable period, the challenges are clear. Against this gloomy economic backdrop, many organisations are fighting for survival and need to adapt rapidly.

To meet the challenge organisations need to look differently at their operating model to build in greater flexibility and resilience whilst optimising costs without creating new risks or having a detrimental impact on the customer experience. Cost-cutting shouldn’t mean service compromise.

In this one hour webinar you’ll learn from Ember, Airbnb and npower, with their partner Arise, across the following topics:

  • Why legacy operating models are failing customers, are no longer cost effective and lack the flexibility and resilience to support changing business needs
  • How to think differently about the role of people, platforms, smart technology and partners as well as shape an optimised operating model that’s fit for the future
  • Examples of innovations being used to power and optimise more agile operating models
  • How great brands like Airbnb, npower and others are challenging themselves to think differently to adapt and evolve
  • How you can take the first steps to optimise your operating model using Ember’s proven framework

To watch, simply click the link or press play below:

WEBINAR: Adapting to the changing business environment; the role people, platforms & partners play in your future operating model

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Thursday, July 23rd 2020

2.00 pm (BST) / 9.00 am (EDT)

Register Here

The economic outlook will test organisations like never before. With consumer confidence and spending devastated and constraints on our way of life likely to continue for a considerable period, the challenges are clear. Against this gloomy economic backdrop, many organisations are fighting for survival and need to adapt rapidly. To meet the challenge organisations need to look differently at their operating model to build in greater flexibility and resilience whilst optimising costs without creating new risks or having a detrimental impact on the customer experience. Cost-cutting shouldn’t mean service compromise.

What the challenges have brought into sharp focus is that legacy operating models have become inadequate. Too often customers are pushed into silos that fail them. Operations – whether inhouse or with partners – are often considered entirely separate from digital and the journeys that customers follow suffer from a fragmented and inadequate approach to how technology supports these.

When this is combined with old-school views of what “can work” the reality is that organisations waste money and compound negative experiences for their customers and their people, which is not sustainable as the real impact of change approaches. How to deliver an optimised operating model for a very different future needs fresh thinking about how people work, how this is supported by platforms, and what the role of partners is to deliver this. With remote working widely deployed to deal with the Covid-19 lockdown and people turning away from commuting and fixed working hours, there is compelling evidence that the customer experience can be improved through using more engaged agents, often brand advocates, who choose their own schedules using technology platforms to provide customer support on an on-demand basis.

This webinar addresses this critical subject and how people, platforms and partners play a key role in this. In the session you’ll hear Ember’s view of how to think differently and from Airbnb and npower, with their partner Arise, and others on how they are evolving their thinking and operating model to support customers.

Join us at this free-to-attend webinar to learn:

  • Why legacy operating models are failing customers, are no longer cost effective and lack the flexibility and resilience to support changing business needs
  • How to think differently about the role of people, platforms, smart technology and partners as well as shape an optimised operating model that’s fit for the future
  • Examples of innovations being used to power and optimise more agile operating models
  • How great brands like Airbnb, npower and others are challenging themselves to think differently to adapt and evolve
  • How you can take the first steps to optimise your operating model using Ember’s proven framework

Join Ember’s live webinar session in partnership with Arise at 2.00 pm (BST) / 9.00 am (EDT) on Thursday 23rd  July and hear from the industry experts from Ember with guest panellists from Airbnb, npower, Arise and others by registering today.

REGISTER HERE: https://attendee.gotowebinar.com/register/9141093789784237323?source=mycust+newsletter

WEBINAR REWIND: How Leading Organisations are Embracing the GigCX Revolution

 960 640 Stuart O'Brien
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Don’t worry if you missed last week’s fantastic Ember Group webinar ‘Leading Organisations are Embracing the GigCX Revolution – Learn Why and How’ – You can now watch it again in full.

Seasonal peak demands and disruptions such as COVID-19 pandemic has further exposed the vulnerability of the traditional contact-centres with their business model being significantly limited in its ability to respond effectively to such challenges.

GigCX offers a strong business case: not only with respect to business risk mitigation but also with the potential it offers for delivering new, innovative service models that derive the maximum benefits from a distributed workforce.

During the webinar, Ember’s industry-experienced specialists were joined by guest panellists as they explored the rising adoption of GigCX and address some of the critical questions facing the market today:

  • What is GigCX
  • What are the benefits of introducing GigCX as a solution to your operating model?
  • How can GigCX support long-term economic sustainability?
  • What is the process of removing barriers within your organisation to introduce GigCX?

Watch the full recording below:

WEBINAR: Leading Organisations are Embracing the GigCX Revolution – Learn Why and How

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Thursday 25th June 2.00 pm (BST) / 9.00 am (EDT)

Bricks and Mortar contact-centre operations continue to face challenges on multiple fronts:

  • Increasing cost of people
  • High levels of attrition
  • Staff absence
  • Limited agility to respond
  • Rapid adoption and acceptance of virtual working

Seasonal peak demands and disruptions such as COVID-19 pandemic has further exposed the vulnerability of the traditional contact-centres with their business model being significantly limited in its ability to respond effectively to such challenges.

GigCX offers a strong business case: not only with respect to business risk mitigation but also with the potential it offers for delivering new, innovative service models that derive the maximum benefits from a distributed workforce.

During this free-to-attend webinar, Ember’s industry-experienced specialists will be joined by guest panellists as they explore the rising adoption of GigCX and address some of the critical questions facing the market today:

  • What is GigCX
  • What are the benefits of introducing GigCX as a solution to your operating model?
  • How can GigCX support long-term economic sustainability?
  • What is the process of removing barriers within your organisation to introduce GigCX?

This 50-minute webinar will be taking place on Thursday 25th June at 2.00 pm (BST) / 9.00 am (EDT) and to register please click here.

Introducing the presenters:

Mike Havard
Group Director
Ember Group

Simon Dillsworth
Managing Director
Ember Group