Sabio, the Contact Centre Specialist Transforming Customer Contact 

Blogs

Blogs

Earlier this month I read about how Ofcom, the UK telecoms regulator, has received a government grant to examine how blockchain technology could be applied to improve the way that our phone numbers are managed. And, unlike most of the blockchain stories I see, it actually came across as a potentially useful application.

Stuck in a hotel recently watching Netflix, it struck me as significant how the company is now actively using the WhatsApp Business platform to communicate and encourage account contact with its subscribers.

Everyone talks about providing great customer experiences, but how can you make that happen? Lack of communication on a recent flight I took brought home to me the need to make the customer feedback process as easy as possible – and also highlighted the valuable role that the latest micro survey approaches can play in making feedback as immediate and relevant as possible.

While previous generation virtual assistants were little more than front-ends to a knowledge base, today’s intelligent assistants are taking things to the next level with full conversational interactions – whether via chatbots in messaging threads or through virtual assistants embedded into the web journey.

While organisations are encouraged to delight customers at every touch point, it’s also important to be realistic – particularly for routine interactions. For cost-efficient, low-effort engagement it’s perhaps wiser to focus your resources on reducing customer effort. 

Despite continued innovation in voice-enabled customer engagement channels, it’s surprising how many organisations seem to overlook their ‘voice-first’ focus when it comes to their often long-established Interactive Voice Response (IVR) systems.

Office Depot, the leading supplier of office equipment in Europe, has been through a major period of change following its acquisition by AURELIUS Equity Opportunities in early 2017.

Reflecting on Verint’s recent European Partner Summit in Athens, it struck me that - despite our industry’s ongoing evolution towards AI, machine learning and automation – it’s still people that account for around 70% of contact centre expenditure.

Applying effective Performance Management is a great way to optimise agent performance, however the process can also benefit from the latest Automated Scoring capabilities.