- 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
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 Humans, who are limited by slow biological evolution, couldn’t compete, and would be superseded.”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.
Australia now has a dedicated call centre job site, ItsMyCall.com.au, boasting 11 job categories and 59 job types.
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?
• 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”.
• 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.
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.
“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."
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.
Aspect Unified IP, Aspect Software's comprehensive, software-based, contact centre platform, has been named a leader in Forrester Research’s Forrester Wave for Contact Center Interaction Management for Large Contact Centres, Q3 2016.
Artificial intelligence. The term tends to conjure up visions of computers taking over the world: 2001’s HAL, Skynet in the Terminator movie series, and many others. But Artificial intelligence and its related concept, machine learning, can have many practical applications today, and global domination is not one of them.
Contact centre managers, it seems, don’t really understand just how much customers are making use of voice alternatives — in particular the web — for customer service, according to research undertaken by Ovum.
A chapter has been launched in New Zealand of the US-based Customer Experience Professionals Association (CXPA) to support local organisations and customer experience managers.
Earlier this year we looked at the application of workforce management optimisation (AKA workforce optimisation) to the contact centre, noting “it’s a term you’re likely to hear a lot more of in the context of contact centre operations.”
For the fifth year in succession Aspect Software has won the 2016 Asia Pacific Frost & Sullivan Award for Outbound Systems.
Early in 2016 the Marketing and Sales and Service Operations Practices of global consultancy firm McKinsey & Co published a collection of articles for leaders seeking to deliver state-of-the-art customer experiences. It’s an extremely comprehensive collection. You can find them on the web, or download the entire collection of almost a dozen articles as a 100 page PDF file.
It’s difficult to sum up in a few words the eighth annual report on the state of inbound marketing produced by HubSpot, a developer of software to support that endeavour.It runs to 120 pages, most of them crammed with charts graphs, data and statistics derived from HubSpot’s survey of 4,500 respondents from around the world, more than 800 from Asia Pacific, where, according to HubSpot, inbound is seeing significant growth.