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Woven

Getting to know you: Paula Constant, Woven CEO

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With a creative workforce, tech know-how and a bespoke approach, Woven is transforming customer-services. We caught up with CEO Paula Constant to find out more about the secrets of the company’s success…

Woven is on a mission to deliver excellent customer service. They provide a range of premium companies with bespoke people- and technology led customer experiences, from chatbots and social media monitoring to video shopping and crisis-response techniques.

Under CEO Paula Constant, who joined in 2020, Woven’s profits have increased by 70 per cent in 18 months, with robotic automation rates for more than 90% of customer transactions.

Paula has achieved this through innovative technology and an inspiring, collaborative ‘people programme’. “I have built a leadership team who quite simply want to make a huge difference to the experience of working in a customer contact centre,” says Paula. “We want to think radically differently about every aspect of their role as a ‘professional communicator’. The job is intense, with our staff handling 90 customer contacts in one day.”

Prior to Woven, Paula had worked in banking and telecommunications, and in 2016 won a Leader Award from FDM Everywoman in Technology. She has earned renown for galvanizing large workforces to get behind huge shifts in customer experience and automation. She attributes her success to a gritty working-class upbringing. “I am the daughter of a single-parent nurse who gave up her dream of becoming a doctor to raise two girls. She encouraged such incredible self-belief. She devoted herself to a life of service, selflessly.” Having two young sons, Paula believes that role modelling leadership in work and in the community is a critical part of being a parent.

As Woven grows, Paula is bringing her holistic approach to new territories. The company is acquiring overseas to expand into the Asian and US markets, while improving the lives of hundreds of locals. “We are still a good size to be able to wrap ourselves around our customers and provide personalised service,” she says. “We want to ensure that, as we expand, we maintain that level of personal attention and customer innovation, both to our clients and our workforce.”

www.wearewoven.com

The benefits of introducing bots into your business 

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By Woven

We live in a fascinating period where almost every day technology is becoming a more significant enabler in our lives. In business, the emergence of the combination of Artificial Intelligence and Process Automation (or as we now progressively know them, Bots or Virtual Agents) has created the scope to provide a level of service that simply wasn’t possible previously. Alongside that there is also a much sharper focus on the implications of failing to offer great service. 

So, what is a bot and why do I need one? 

Bots in the context of customer service are effectively software programs which simulate human conversations across either voice or text. 

Bots have huge natural advantages: 

  • They work 24/7/365 providing instant customer support 
  • Increase first contact resolution with automated responses 
  • Reduce service costs and increase efficiency 
  • Improves customer experience  
  • Provides an automated feedback survey to produce insights  
  • Real-time content management    

Do you want to create personalised and dedicated customer experiences?  

Then you need a trusted outsourcing partner! Woven’s bespoke technology integrates seamlessly into your legacy systems with ease and speed.  

Contact us today to see how we can help your business 0333 103 7337 / hello@wearewoven.com.

Woven: AI will change way businesses interact with their customers forever

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In an era where technology is becoming a more significant enabler, new opportunities are being created for all of us to enrich our lives.

In the world of business, this allows companies an opportunity to deliver a level of customer service that until now has not been possible. But it also brings into sharper focus the dangers for business of failing to provide great quality service.

The latest revolution in customer experience is the combination of artificial intelligence and process automation, or in short ‘bots and virtual agents’.

And Woven’s chief technology officer Andy Griffin believes ‘the rise of bots’ will transform the way companies interact with their customers.

Griffin says: “The bots are coming and the landscape of customer experience for businesses will never be the same again.

“How we are impacted by bots will be shaped by how and where we interact with them.”

But what are the implications for companies that serve customers, what do we mean by a ‘bot’ and are these bots genuinely smart?

“Firstly, creating a basic bot is actually fairly simple, and secondly, to smarten a bot means providing it with real-time access to customer data and interactions – the ‘brains behind the bot’, if you like,” ays Griffin.

“This second point has focused the minds of businesses to an age-old conundrum that really should have been grasped a long time ago – that is how business can obtain a true real-time view of their customers.

“It’s a problem that we all thought we were going to solve with the emergence of CRM applications in the early noughties – but didn’t!”

By definition, bots are a series of automated steps with smart capabilities that convert voice to text or the other way around, and which can also convert strings of text to sentiment or intent.

Griffin adds: “If you have this functionality you can create a basic bot and then over time the bot can learn to become better at that simple task.

“But for a bot to become really smart, it needs to reach beyond one task to understand data in multiple systems.

“In the context of customer service, this means that the bot is comprehending in real-time how as a customer we are actually interacting with a company – are we on their website? In a web chat? Waiting in a voice queue? Or perhaps complaining via social?

“Trying to interact effectively using automation without having genuine access to all of this data proves either limiting or just plain self-defeating.

“The bot will simply follow the rules it’s given and will not be cognisant of data it doesn’t have.

“So, whereas a human agent in a contact centre can interact with multiple systems and make a guided judgement, a bot simply cannot compare without having integrated up-to-date data.”

Griffin concludes that business must harness real-time customer data to maximise the benefits bots can bring to the customer service sector – or risk being left in the dark: “Bots are a big part of the customer experience and will change all of our lives.

“But if there’s one core task companies wishing to maximise their opportunities must complete, it has to start with the use of real-time customer data and customer interactions.

“The most effective innovators are those who understand the human element of change, and appreciate that it’s how we interact with technology that creates the biggest impact on our lives.

“Without this understanding, businesses rush into the world of bots at their peril.”

Woven employee wins ‘Hero of the Year’ at industry awards

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Sue Baker, a team leader in Woven’s B2B telemarketing department, was awarded the Hero of the Year accolade at the South West Contact Centre Awards, which took place at Bristol Aerospace on June 27th.

With 13 years of service, Baker was put forward for the award in recognition of her commitment to making a difference, as well as going above and beyond. 

Speaking about what is special about working at Woven, Baker said: “The people make this a special place to work; how willing everyone is to help support and encourage each other to grow in their roles and grow in the business.”

The South West Contact Centre Awards allows contact centres across the South West region to showcase the amazing work of their people. The judging process includes panel judging sessions for individual and team finalists, and site visits for Contact Centre of the Year finalists. 

To find out more about the award winner and nominees, please visit: https://wearewoven.com/woven-wins-the-award-for-hero-of-the-year-at-the-swccf-awards-2019/