Cloud Contact Centre

  • 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.
  • ANZ business slow to integrate digital into CX strategies

    pre617 anz business slow to integrate digital into cx strategies

    The organisers of Australia’s ninth {cslimited}Customer Experience Management Conference{/cslimited}, to be held May 24-26 in Sydney have surveyed more than 50 customer experience professionals across Australia and New Zealand to “uncover the major challenges, trends and opportunities in customer experience now and in the future.”

  • Application performance is critical to the customer experience

    Pre637 Application performance is critical to the customer experience

    Application performance monitoring (APM) is a well-established tool for IT professionals: to understand how well applications on which a business depends are performing and to pinpoint bottlenecks that are compromising performance.

  • Aspect rides the Forrester Wave for CCIM

    Pre648 Aspect rides the Forrester Wave for CCIM

    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.

  • Aspect Software scores a second Frost & Sullivan award

    Pre645 Aspect Software scores a second Frost SullivanAward

    For the fifth year in succession Aspect Software has won the 2016 Asia Pacific Frost & Sullivan Award for Outbound Systems.

  • Aspect’s Workforce Optimisation scores a gong

    Pre639 Aspects Workforce Optimisation scores a gong

    Market research and analysis firm Frost & Sullivan has named Aspect Software winner of its 2016 Global Company of the Year Award in the Workforce Optimization Industry, for demonstrated excellence in growth, innovation and leadership.

  • Australian call centre job site launches

    call centre job site launches 1
    Australia now has a dedicated call centre job site, ItsMyCall.com.au, boasting 11 job categories and 59 job types.

  • 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.”

  • Call centres characteristics – for or those who love lists

    pre636 call centres characteristics for or those who love lists

    People seem to love making lists, especially lists such as “must haves”, “best of” “top 10”, and the contact centre industry is no exception. Here’s a selection.

  • Centralising customer data is a major challenge

    pre611 centralising customer data is a major challenge

    In two recent posts we’ve talked about a couple or relatively new technologies in the customer relationship/customer experience/marketing armoury: algorithmic attribution and cohort analysis. Underpinning the value of both is data: lots of data, from often disparate sources. As the post on cohort analysis observed in closing: “You can’t define cohorts without data.”

  • Creating the continuous digital experience, with IoT

    pre622 creating the continuous digital experience with iot

    Last December Gartner came out with a forecast Predicts 2016: Excellent Customer Experiences Hinge on Continuous Digital Experiences. Here’s a couple of predictions as to what that “continuous digital experience” will entail.

  • Customer experience leadership the McKinsey way

    Pre643 Customer experience leadership the McKinsey way

    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.

  • Customer experience: not for dummies

    pre627 customer experience not for dummies

    In 1991 IDG Books published DOS for Dummies, a beginner-friendly guide to Microsoft’s PC operating system. That first publication had a print run of just 7500 copies, but it was the beginning of a global publishing phenomenon that now has 250 million books in print spanning 1800 titles. (Although with the availability of online editions that in-print number is somewhat meaningless.)

  • 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.

  • Defining the customer journey

    Pre641 Defining the customer journey

    Customer journey (aka customer engagement journey) is a term much bandied about in discussions about customer service, but what exactly does it mean? The answer, it seems is not straightforward.

  • Delivering a digitally optimised customer experience

    Pre640 Delivering a digitally optimised customer experience

    Some weeks ago we looked at what one edition of Raconteur — a series of reports published in print and online by UK newspaper, The Times— had made of customer experience and loyalty, in its edition of that name. Raconteur are at it again, but not quite so blatantly.

  • Digital interactions speak louder than words

    pre623 digital interactions speak louder than words

    2016 looks like being a watershed year in the customer service industry globally: it will be the year in which the volume of digital interactions between companies and customers exceeds voice interactions.

  • Don’t delight the customer, it’s a wasted effort

    pre633 don t delight the customer it s a wasted effort

    There’s a new white paper from customer engagement company [24]7 entitled Why Delighting Customers is a Waste of Time and Money. It seeks to refute what it says is a widely held belief: that exceeding customer expectations is unquestionably a good thing; that it leads to delighted customers, and that delighted customers are more loyal.

  • Enhancing customer experience with application performance management

    pre619 enhancing customer experience with application performance management

    Application performance management, it’s something IT departments have been doing for years: monitoring the performance of applications, identifying bottlenecks, looking for ways to increase efficiencies.

  • 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.
  • Global customer experience body forms NZ chapter

    PRE644 Global customer experience body forms NZ chapter

    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.

  • Have you analysed your cohorts recently?

    pre610 have you analysed your cohorts recently

    Yes folks, yet another buzz phrase has entered the argot of customer service: ‘cohort analysis’. What is it?

  • How are you managing your customers’ identity and access?

    pre612 how are you managing your customers identity and access

    In today’s complex multichannel world where customers interact with companies through multiple digital technologies — and vice versa — simply giving each customer a username and password is no longer sufficient, and the whole ‘technology’ that addressed this are – identity and access management (IAM) — has now evolved into a whole new one: identity relationship management (IRM).

  • In praise of knowledge management

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    * 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.

  • In praise of predictive analytics

    pre616 in praise of predictive analytics

    “Predictive analytics has come of age as a core enterprise practice necessary to sustain competitive advantage,” proclaims a white paper on the topic. This technology, it says “enacts a wholly new phase of enterprise evolution by applying organisational learning, which empowers the business to grow by deploying a unique form of data-driven risk management across multiple fronts.”

  • In search of agent desktop optimisation

    Pre646 In search of agent desktop optimisation

    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.”

  • In search of continuous digital customer experience

    pre625 in search of continuous digital customer experience

    The pundits seem to be united: the future of customer service is in delivering a great “ digital experience” – whatever exactly that is.

  • In search of customer analytics

    pre614 in search of customer analytics

    It’s a pretty big claim for a little book, but the 51 page Customer Analytics for Dummies says that, by reading it, you will learn to “acquire new customers; grow customer lifetime value; retain customers at risk of defection; enhance customer loyalty and advocacy.”

  • In search of customer enchantment

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    • 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.
    • In search of customer journey mapping

      Customer journey mapping has been defined as “a tool companies use to help them see what their customers truly want – the real moments of truth and the ways in which customers go about achieving their needs.”