Agent experience the foundation of customer experience

Pre749 Agent Experience the foundation of customer experience

  • Many brands still do see agents as critical to delivering a good customer experience.
  • Contact centre agents expect the demands placed on them by customers to increase.
  • Agents want a more flexible working environment, better training, and data-driven feedback, all of which need the right technology.

Follow the money, it leads to chatbots

Pre746 Follow the money it leads to chatbots

  • Australian company Flamingo, which offers artificial intelligence-based customer service assistants, has gone from startup to ASX listed company worth $42.4m in three years. 
  • New Zealand startup, Cove Insurance is introducing the first insurance product to be fully managed by chatbot.

The chatbot you are dying to meet


  • Chatbots are being trialled for the provision of end-of-life counselling
  • The possibility is emerging of creating a chatbot that can mimic a real person enabling them to ‘live on’ after death
  • US company Pullstring is to offer software that will facilitate the creation of conversational agents that could mimic a deceased person if fed with information about their life.

In search of customer enchantment


  • 84 percent of New Zealandersfeel ‘unaffected by their experience’ as customers.
  • When it comes to enchanting New Zealand customers, ANZ, AA Insurance and Air New Zealand take the top honours.
  • Kantar TNS New Zealand says the key to customer enchantment is to cut through complexity.

Contact centre intelligence: emotional or artificial?

Pre734 Contact centre intelligence emotional or artificial

  • 44% of contact centres have no intentions to introduce AI.
  • 40% of contact centres agree that emotional intelligence is an area they need to explore.
  • Emotional intelligence has been eagerly embraced by the contact centre industry.

How to know when not to call


  • Telesales calls are very rarely well-received; this is especially so when the recipient is trying to cope with a natural disaster or other tragic circumstances.
  • In the US ContactRelief has devised a means of advising contact centres when it would be highly unwise to call consumers in areas that might be affected by natural disasters, or other adverse conditions.

Beware, the bots are coming to a contact centre near you

Pre726 Beware the bots are coming to a contact centre near you Internal note

Artificial intelligence has become something of a monster ever since Stephen Hawking famously warned that it could spell the end of the human race. Specifically: “It would take off on its own, and redesign itself at an ever increasing rate. Humans, who are limited by slow biological evolution, couldn’t compete, and would be superseded.”

In praise of knowledge management


* To manage all the information agents need, contact centres often turn to knowledge management software.

* Knowledge management systems are becoming robust, user-friendly tools for handling and disseminating diverse types of knowledge.

Want to spend up big? Just say the word, with voice biometrics

Pre716 Want to spend up big Just say the word with voice biometrics

The ANZ Bank has announced plans to enable its customers to authorise transactions in excess of $1000 from their mobile phones, using their voice as authentication. Currently transactions exceeding $1000 can only be made using Internet banking or by visiting a branch.

Securing customer loyalty, with data security

Pre706 Securing customer loyalty with data security

Any company worth its salt that holds customer data electronically takes the security of that data seriously, but to what extent does it factor in customer attitudes to security of their personal data in its overall efforts to keep customers happy, or simply to keep them?

What makes a cloud contact centre leader?

Pre712 What makes a cloud contact centre leader

  • Cloud contact centre leaders achieve significantly better results from the technology than followers.
  • One of the biggest differentiators between leaders and followers is effective use of omnichannel
  • Lack of the right tools has a bigger impact on agent performance than rewards or compensation.

The contact centre in 2017

Pre710 The contact centre in 2017

• CCW Digital has come up with a total of 16 things that contact centre leaders must do in 2017.

• Contact Center Pipeline has gathered 17 contact centre experts to share their views on what’s coming up in 207.

• CCW Digital is promising insights throughout the year from no fewer than 52 “incredibly insightful individuals”.

Meet Ms Bond, tomorrow’s contact centre agent

Pre708 Meet Ms Bond tomorrows contact centre agent

• A new report speculates on the nature and role of the contact centre in 2025

• It expects human operators to still have a role, but it will be much more complex

• The ‘human’ operator may well have a direct relationship with customers, but could be an avatar behind which sit multiple human operators and possibly also chatbots.

What about the workers? A new kind of contact centre survey

Pre705 What about the workers A new kind of contact centre survey

Surveys of contact centres are numerous, but generally they aim to understand how well, or otherwise, contact centres are serving customers and to tease out how practices, procedures, systems etc need to be tweaked or radically revamped in order to improve customer satisfaction and service and thus increase sales and profitability.

Resolving what’s meant by ‘identity resolution’

Pre703 Resolving whats meant by identity resolution

“In 2017, identity resolution will become a strategic imperative for brands as the race for consumer attention and loyalty intensifies.”That’s the forecast from marketing software company, Signal Technologies, which it has fleshed out in a report “How Digital Marketing Will Change in 2017: What Marketers Need to Know Now."

Data in the service of customer experience management

Pre651 Data in the service of customer experience management

We’ve had quite a lot to say last year about analytics in the context of customer service. We talked about customer analytics, defined as the process by which predictive insights will aid the achievement of acquiring new customers; growing customer lifetime value; retaining customers at risk of defection; enhancing customer loyalty and advocacy can be derived from available data.