Hubspot Research has published its annual report into inbound marketing,, distilling insights gained from a survey of more than 6,000 respondents in multiple industries and close to 100 countries. Here’s what it has to say.
There’s one aspect of customer experience that’s part of almost every customer interaction with a contact centre but which, compared to all the others, seems to get little attention as to its impact: on-hold music.
According to Econsultancy’s 2018 Digital Trends report, organisations are investing more than ever in design, in order to boost their brand image and differentiate themselves from the competition.
FaceMe is now the second New Zealand company to release a humanoid chatbot that can speak the AI-generated text, all while reacting to the customer’s every expression, and displaying their own emotions.
The Australian Government’s Notifiable Data Breaches scheme came into force on 22 February 2018. It requires any organisation regulated by the Australian Privacy Act to notify individuals affected by a data breach that is likely to cause them serious harm, and also to notify the Australian Information Commissioner.
Deep learning expands on machine learning by allowing intermediate representations of data to solve complex, data-rich business problems.
- 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.
- 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.
- 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.
- The Philippines contact centre industry estimates it will need to train 73,000 workers annually for higher skilled roles.
- Philippines contact centre revenues are tipped to double to $US20.4b by 2022.
- 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.
Workforce management, contact centre training, consulting and events company ICMI recently produced a report entitled The State of Workforce Management. Amongst other things, it asks the question: “Is workforce management moving to the cloud?”
- 60 percent of call centre agents feel it important to be able to message management via a smartphone.
- Two-thirds of call centre agents surveyed say that being able to manage their work lives with the best software possible will make them more productive, more satisfied and more committed.
- 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.
- Australian web site Contact Centre Central has celebrated the 100th edition of its newsletter
- Contact Centre Central won ContactCenterWorld’s 2016 Industry Champion Award for Australia
- 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.
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.”
* 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.
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.