4 Ways to Optimise Self-Service in a Contact Centre.
There is a good reason why self-service is popular with Contact Centres; cost. The average salary for a Customer Services agent in the UK is estimated to be £17,164 (PayScale). As agents are the single most costly overhead of a Contact Centre, it makes the optimisation of your self-service capability all the more important.
3 Steps to Deliver Contact Centre Transformation.
The role of the contact centre is evolving at a rapid rate. As a result, the capability of the underlying technology must evolve to meet that. By taking an evolutionary approach to Contact Centre transformation, you can deliver it quicker, more completely and with less cost compared to a “replacement” approach.
How the Internet of Things Will Change the Contact Centre.
“Alexa, play some relaxing music.” Conversations with IoT devices are becoming the norm in most homes. Many of us are coming to rely on them more and more. But what does it mean for contact centres? In this article, I will look at: What IoT is and how it’s affecting businesses How that translates to contact centres […]
5 Reasons Why Voice Biometrics Is A Game Changer.
Read my lips – voice biometrics is the future. Security is always a top priority for business, whether it’s a contact centre protecting customers’ private information, or businesses keeping their data secure. Security experts maintain that we should make passwords and PIN’S longer, more complex and different for each application, as well as recalling recorded […]
Why It’s Time For Collaboration Software Vendors To Collaborate.
IT solutions for increasing employee productivity have had a dramatic effect over recent years, beginning with the introduction of email, video conferencing and instant messaging, and more recently tablets and smartphones encouraging flexible and remote working. The result of this is that personal productivity has been boosted enormously – we have everything we need to do […]