Business Systems UK Ltd - ContactCenterWorld.com Blog
Business Systems (UK) Ltd are pleased to announce their partnership with NICE inContact, presenting CXone - a unified cloud customer experience platform allowing organisations to act smarter and respond faster to ever-changing consumer expectations.
To find out more about the Business Systems offering for CXone, please talk to our team on 0800 458 2988 or visit our page.
Salt Lake City, March 22, 2018 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced the availability of NICE inContact CXone in Europe, with redundant data centers in Frankfurt and Munich, Germany to give organizations regional access to a complete suite of cloud applications that serves local needs and enables organizations to comply with new European GDPR data security regulations effective May 25, 2018. CXone—the world’s #1 cloud customer experience platform—is built on a global Open Cloud Foundation that powers customer experience innovation in the contact center with Omnichannel Routing, Workforce Optimization (WFO), Analytics, Automation and Artificial Intelligence.
“NICE inContact CXone gives European companies one unified suite of customer experience applications,” said Paul Jarman, CEO of inContact. “CXone delivers one experience in order to keep contact center operations running smoothly and efficiently with all applications on one cloud to keep customer service teams productive and engaged.”
Additionally, as part of this European expansion, CXone is available through direct sales teams and through Verizon, RingCentral, FUZE, Business Systems (UK) Ltd, Webhelp, Activeo and other partners. NICE has eleven offices in Europe with locations in United Kingdom, Germany, France, Netherlands, Spain and Switzerland.
In 2017, a leading European hospitality company selected NICE inContact to replace multiple systems with one cloud platform to support more than 1,000 global agents. NICE inContact cloud contact center solutions are used by thousands of agents in the United Kingdom and 10 other countries across Europe.
Around the world, CXone is used by more than 250,000 agents operating in over 100 countries. With CXone, organizations get pay-as-you-go pricing accompanying a fully-scalable, elastic solution that flexibly meets growth and seasonal fluctuations according to company needs. NICE inContact CXone delivers the industry’s best uptime of 99.99.
Publish Date: March 29, 2018 5:00 AM
It has become apparent that customers interact with organisations in more ways than ever before - email, social media, instant messaging and mobile are just a few in an increasingly growing list. On average, almost six different channels are used during the lifecycle of each customer relationship. With evolving technologies, these channels are bound to increase even more.
The financial services industry is no different. Communications between traders and their clients inevitably span across multiple channels, with voice (fixed or mobile) remaining the most popular means of communication.
What does this mean for compliance?
The rest of this article can be found exclusively on Bobs Guide. Check out the rest of the article ‘Entry Level Analytics and Compliance‘.
Publish Date: March 27, 2018 5:00 AM
Contact Centre Managers face a real challenge when trying to reduce cost in the contact centre.
Maximising each and every customer interaction as well as keeping the day to day operation of the contact centre running, requires an almost genius balance of productivity, quality and efficiency in every day processes.
So here are our top 3 ways technologies help contact centres reduce their costs without compromising on quality:
The rest of this article can be found exclusively on the Call and Contact Centre Expo website. Check out the rest of the article ‘3 technologies that will reduce cost in your contact centre‘.
Publish Date: February 6, 2018 5:00 AM
The company you choose to implement your Workforce Management solution can impact how quickly you see a return on investment as well as the quality of service you deliver to your customers.
At Business Systems (UK) Ltd we work with all major Workforce Management (WFM) manufacturers (Teleopti, NICE and Verint) and boast an outstanding Workforce Optimisation team of experts.
With over 50 years of Workforce Optimisation experience combined, our team have seen it all.
If you are considering implementing a new Workforce Management solution or upgrading your current system, here are 5 things you need to know about work with Business Systems (UK) Ltd.
Let’s bring this to life.
Scenario: Our charming and knowledgeable sales execs have booked a meeting to discuss how Workforce Management can help simplify your life and increase your workforce productivity.
Here is what happens next:
- Finding the best fit solution because they are not all the same
Working with the top Workforce Optimisation manufacturers we understand the ins and outs of the different solutions and how their features and functionalities can be better suited for different work environments.
At this stage, we carefully study your work environment in order to put forward the best solution for you. We are only successful if you are, so it is in our best inertest to make sure you are more than satisfied with the solution.
Scenario: Great! You met with our people and they impressed you enough, that you’ve decided to work with Business Systems (UK) Ltd. We’re extremely pleased and eager to get going. Welcome to the team.
Here is what happens next:
- Making the technology work for you
Once the purchase order has been raised, a project is opened and you are assigned a project manager who arranges an initial kick-off meeting.
The aim of the meeting is for both teams to get to know each other, how they operate and steps to come. This phase is all about you.
Finding out how your workplace operates (for example how annual leave is managed, available channels, individual service level agreements (SLAs), employee breaks, training requirements etc…) gives us an in-depth understanding as to what processes need to be replicated, but also insight into any additional recommendations we may have to help your team work more efficiently and maximise your return on investment.
We take the discovery phase very seriously as it dictates how we’ll configure the Workforce Management solution in order to meet your needs.
- Technical implementation.
Once the discovery phase is completed, the technical implementation begins.
During this time, your assigned project manager will liaise with you closely to ensure you are kept up to date.
Once the integration is completed, the team carries out validation checks to make sure the Workforce Management tool is receiving accurate data and working as it should.
Scenario: Your Workforce Management solution has been integrated. It’s time for the fun part – Let’s work on getting you that return on investment!
Here is how we ensure you get there as soon as possible:
- Focused on delivering ROI:
We have a very hands-on approach. Once the solution is integrated, we deliver training workshops to give you the knowledge and tools you need to make the most out of the solution.
For example: accurate multichannel forecasting, efficient multi-skilled agent scheduling or understanding how to gain increased visibility through real time adherence, just to name a few.
Our workshops have been designed to be collaborative and hands-on, giving your team a chance to fully understand how the system works.
Scenario: You’re solution is up and running… so that’s it. No more Business Systems (UK) Ltd? Not quite…
- We stay in touch!!
Once your solution is live, we continue to communicate with on a regular basis in order to:
- Carry out periodic value visualisation
- Carry out health checks
- Ensure you are continuously getting the most out of the technology
- Ensure pre-planned later phases of implementation are fulfilled
As Scott Budding, WFO solutions architect at Business Systems’ says: “We really want to ensure our customers are making the most out of their investment. A customer going live is seen as the beginning of their Workforce Management journey and not the end of it”.
If you are interested in finding a Workforce Management solution that fits into your business needs you will want to talk to our team.
Get in touch.
Publish Date: February 1, 2018 5:00 AM
Winter is here, and with it comes a group eager to devour all that may lie in their path.
Luckily, it’s not the white walkers from the hit show Game of Thrones, but a whole other type of army – shoppers waiting to grab the latest bargains in the lead up to the festive season.
Black Friday takes place this year on November 24th and if it’s anything like 2016 which saw an estimated spend of 2.9 billion* (with savvy shoppers also browsing online in order to avoid the high street chaos), contact centres handling inbound customer contacts will need to be ready to handle the repercussions of online as well as offline customer purchases.
How can contact centres make sure they are fully equipped?
Workforce planners worldwide will all nod their heads in agreement when we say that regardless of the sophistication of the workforce management tool or processes in place, the foundation of optimising staffing relies on the precision of forecasting. Optimising schedules to meet the demands of Black Friday, will not be successful unless staffing requirements have been identified correctly.
The question then is: How can we best predict the demand for such special events?
Here are our top workforce management forecasting tips for contact centres in the run up to Black Friday:
Make use of historical data
Before any scheduling can be done, an organisation needs to understand what has happened in the past.
Identifying the workload
In order to forecast the workload for each channel type, you must consider the historical data (both volumes and average handle times). Whether you are using a Workforce Management solution and have the data ready at your disposal, or whether you are still using Excel, you should be making use of the historical data from previous Black Fridays.
The period itself needs looking at, not just Black Friday, as the days before and after will also be influenced. More and more companies are promoting “Cyber Monday” and “Black Friday Weeks”, meaning that periods requiring bespoke forecasting outside “business as usual” levels have become greater.
Profile is key
As well as using historical data to forecast workload for each channel type, it is equally important to use this data to identify and create an event profile as well as one for the surrounding days.
Event profiles will be used to understand how and where the workload will be coming from. Creating a profile for your Black Friday (period) forecast will allow you to see where your spikes will be and enable you to plan accordingly.
Preparing a selection of scenarios
The preparation in the lead up to Black Friday for any workforce planner is vital. During this time period, and before any specific details are available around the different deals, planners should be preparing for varying levels of impact on the contact centre.
In order to prepare, planners should put together different forecasts, making use of “what-if scenarios”. When further details come to light it may be clear that the expected impact is more/less severe than previous Black Fridays you have witnessed. Having different forecasts on hand that are ready to be pushed into your default scenario when needed will be of huge benefit to you.
If this is the first year that your company is extending deals (such as ‘Black Friday week’) then you may wish to have scenarios ready to quickly/dynamically reflect varying levels of impact on volumes, as you start to establish how volumes are being affected.
It is also important for planners to use real-time management during Black Friday and the period around it, in order to compare and identify any misalignments between planned agent activity to actual call and contact volumes on the day.
Real-time management will provide you with the insight you need to assess if and when you will need to re-forecast on the day. This is extremely important and should be identified as early as possible in order to promptly realign resources to meet your demands.
If you do find your forecasts are misaligned with business needs, do not act hastily and realign forecasts to meet demand but make sure you analyse the situation and why this might have happened.
Scenario: It’s Black Friday and for the first four intervals of the day, web chat volumes are 40% higher than inbound, which was not expected.
The question now is: do you adjust forecasts to support the shift in demand?
However, before you decide, you need to ask yourself: Why are chats up? Perhaps this is due to a flash sale which consumers could only be a part of online. If this is the driver, and the flash sale has ended, then no action may be needed here other than to monitor this channel.
On the contrary, if volumes (across channels) are down against what you forecasted and you identify the reason for this is that competitors have significantly undercut you on key products within the market that you were looking to push, then it’s unlikely the volumes will get back to the forecasted level today. Action should be taken – re-forecast and adjust staffing levels accordingly (flex down).
Workforce Management can play a pivotal role in ensuring the success of your organisation. With over 30 years’ experience in voice and Workforce Optimisation technology, our team have seen it all. If you need advice on how to optimise your workforce management solution or whether you are still considering implementing one, then talk to our expert team of workforce optimisation consultants.
Lastly, we’d love to hear from you! How have you been preparing your contact centre for Black Friday?
Let us know in the comment box below!
*Black Friday sales rush reported by retailers – BBC News
Publish Date: November 15, 2017 5:00 AM
With regulators across different markets demanding for increased trade transparency and longer retention periods for call recordings; how can financial firms keep on top of their call recording estate?
Not to state the obvious but, it won’t be long before MiFID II comes into effect in January 2018. It’s practically Christmas already.
Data sits at the heart of these regulations. MiFID II aims to improve quality of advice and investor protections, and in doing so requires extensive data recording.
Call recording and retention of calls is no longer a ‘nice to have’, but a serious FCA requirement extended under the financial legislation of the Markets in Financial Instruments Directive (MiFID II).
The rest of this article can be found exclusively on Bobs Guide. Check out the rest of the article ‘MiFID ll countdown: Everything you need to know about call recording retention and retrieval‘.
Publish Date: October 24, 2017 5:00 AM
Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM). On the back of this, here is a bite-sized version of the most valuable takeaways from the day.
Refining the QM Performance Cycle
Step 1: Analyse/Evaluate
The QM performance cycle is something most contact centers will be familiar with. However, most contact centers are failing at step 1. According to our latest report, The State of Quality Monitoring—2017, non-voice interactions are not being as closely monitored as calls. For example, only 32% of contact centers are evaluating web chat interactions and just 48% are evaluating email.
The rest of this article can be found exclusively on the Contact Center Pipeline website. Check out the rest of the article ‘Bringing Quality Monitoring into the Heart of the Contact Centre‘.
Publish Date: July 10, 2017 5:00 AM
What the WannaCry Ransomware attack means for Voice Recording systems operating on Microsoft Windows
Following the recent strain of the WannaCry ransomware attack, experts have cautioned that the best protection for systems running the Microsoft Windows operating system, is to have downloaded a patch issued by Microsoft in March.
1. What if my server is no longer supported by Windows?
If your system is no longer supported by Microsoft (this includes Windows XP, and 2003) then this means your system is extremely vulnerable to hackers. In the voice recording world, a similar cyberattack could mean the loss of voice recordings and extremely personal data if a recording server is not up to date with the latest security patch.
2. What options do I have if this is the case?
Business Systems (UK) Ltd provide a wide variety of systems from different manufacturers and depending on the system, it will most likely consist of servers that utilise Microsoft Windows as their Operating System.
Whilst the implementation of Microsoft Security Patches is not the responsibility of Business Systems, we do appreciate that customers will want to manage updates in-line with all other affected servers on their estate. As a result, Business Systems can provide you with advice and guidance on how best to manage the implementation of Microsoft patches.
Some manufacturers certify MS patches on a monthly basis and Business Systems can proactively inform you when this has been done, if relevant to your system. Where the manufacturer does not provide this, the general advice is that you may patch as per your normal IT policy.
With either option, our advice is that thorough system testing should be carried out after installing Microsoft patches to ensure all relevant systems have started up and the system is operating as expected. Should the patching results in system errors, it is recommended to uninstall the patches and contact us for further guidance.
For any additional information you may need on this topic (regardless of whether you are a Business Systems customer or not), please speak to our team of experts who will be able to provide best-fit technological advice or call us on 0800 458 2988.
Publish Date: June 12, 2017 5:00 AM
When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate agent training is imperative for success.
Unfortunately, making time for training doesn’t always seem possible. Contact centers are notorious for being extremely busy and agent time is closely monitored to ensure that customers’ calls are promptly answered.
There are a few things that you can start implementing immediately to help meet training needs while investing less time and effort and improving your outcomes…
The rest of this article can be found exclusively on the Contact Center Pipeline website. Check out ‘5 Ways to Get More Out of Your Agent Training‘.
Publish Date: June 7, 2017 5:00 AM
Working in a law firm means you probably take a lot of important calls on any given day, but if you really needed to, could you recount every call you have received and every detail discussed during these calls?
Whether you need to record for note-taking, dispute resolution, regulatory compliance or training, call recording can benefit your firm. Here are 3 ways how:
1. Avoid loss of information
When talking to clients, it is vital to actively listen and note down important information. However, relying on taking notes during a conversation can be disruptive and may result in erroneous or missed details. Similarly, there may be instances when it is difficult to understand what the client is saying (noisy environment, talking quickly, speaking in a heavy accent etc). It offers lawyers peace of mind knowing that if necessary they are able to revisit the conversation post-factum and can therefore concentrate entirely on the conversation with their client.
Through call recording, staff can listen back to calls, pick up any missed information and/or clarify any misunderstandings/miscomprehensions, ensuring that nothing critical has been missed
2. Protect your firm from complaints
According to the Legal Ombudsman over 1,600 complaints were filed for failure to advise and failure to follow instructions in 2016.
When a formal complaint does happen, firms can reduce the risk of liability by utilising call recordings to fact check information and resolve disputes ideally before they escalate in to a lawsuit, saving the firm time and money.
However, many complaints are initially made informally, like a person phoning to say that a minor matter has not been dealt with within a stated timescale. While this person may not be making a formal complaint, they are expressing dissatisfaction about an element of service that they have received. Being able to pick these up on time from the call recordings, can help prevent from further escalation.
Moreover, The Legal Ombudsman found that 82 per cent of clients would choose a lawyer based on the recommendation of friends, family or colleagues. As such preventing complaints can also result in additional business opportunities.
3. Facilitate personal development and benchmark best practices
Call recording is an invaluable tool to improve your team’s performance. For legal assistants tasked with dealing with clients over the phone, the ability to demonstrate empathy, professionalism and an understanding of the legal context behind the call is fundamental for achieving service excellence.
Managers can evaluate employees’ calls and provide constructive feedback on their performance by using call recordings to monitor, evaluate, coach and highlight examples of best practice.
Call recording solutions can also be used for training new hires on company best practices and on how they are expected to conduct themselves, as well as to bring them up to speed with client cases they have been assigned too.
From helping firms ensure they don’t miss important information when talking to clients to avoiding complaints and supporting employee development, call recording can offer law firms numerous advantages.
If you want to find out more about call recording in law firms, feel free to contact us: 0800 458 2988, firstname.lastname@example.org.
Publish Date: May 25, 2017 5:00 AM
A few years back we were discussing how the mis-selling of Payment Protection Insurance has highlighted a need for banks to improve monitoring of customer-agent interactions to ensure compliance to regulations.
Today, the recent figures published by the FCA regarding consumer complaints, show not only how important it is for banks to re-engineer the way they monitor their customer interactions, but also how damaging it can be if they don’t. According to the report, UK financial institutions have recorded 3 million complaints over their products and services in the last six months of 2016, hitting a 5-year high. However, what really shows the impact these complaints have on the business is the compensation banks paid during the same period, which totalled £1.9 billion. Not surprisingly, PPI remains a hot topic representing 29% of the total number of complaints, followed by registered current accounts, packaged accounts and credit cards.
Building the case for customer interaction monitoring
Against this backdrop and with the FCA alongside finance-focused special interest groups making it easier for consumers to switch banks, an environment has been created in which superior customer interaction monitoring is one of the best investments a bank can make. Speech Analytics (term used to also cover Interaction and Real Time Analytics* for the purposes of this article) offers 100% monitoring and analysis of customer interactions, enabling retail banks to prevent customer attrition, reduce customer effort, build a more competitive offering and ensure compliance.
Preventing customer attrition
Analytics tools can search the entire database of recorded communications for predefined key words and phrases that may indicate negative customer experiences or customer intention to switch banks. These interactions might otherwise have been missed if monitoring had been carried out through sampling techniques. With this insight retail banks can take corrective actions to reverse the negative customer experience and prevent them from switching banks.
Reduce customer effort
Another area where Speech Analytics can prove valuable is in reducing customer effort. By identifying and categorising the interactions, the bank gains a better understanding of the prevailing reasons why customers are calling. More often than not, these calls could have been avoided avoided if a certain piece of information was made available online or clarified to the customers in the product literature. With this intelligence the bank can improve the product descriptions available to the public and run campaigns to highlight missing or unclear information, saving its customers the frustration of searching and trying to get in touch.
Building more competitive offerings
Most customers will not inform their bank of their decision to buy a product from another provider or why they have decided to switch to a competitor. It is almost certain however that at some point they have made their intentions known through a call, web chat or email. With Speech Analytics, these conversations can be identified (for example by searching mentions of competitive brands) and fed back to the marketing and sales departments to help design a more competitive offering and prevent unwanted loss of business.
In a tightening regulatory environment, speech analytics for compliance is also a hot topic, benefiting retail banks primarily by offering risk-based quality monitoring across 100% of interactions. Rare but potentially catastrophic breaches of regulations are unlikely to be picked up by any of the sampling methods most call centres typically select to assess their interactions. Using analytics, phrases that indicate mis-selling or other compliance failings (such as agents offering advice to customers) can be isolated and followed up, within hours if necessary, enabling the bank to rectify potential failings early, at a non-critical stage. Moreover, in the event of an investigation for breach of compliance, whether internal or external, analytics could also be used to quickly identify and isolate all relevant interactions.
In conclusion, there are many arguments in favour of using Speech Analytics within a retail banking environment and by making a strategic decision now, banks could yield demonstrable returns during a volatile economic climate.
*Interaction Analytics – Monitoring all multi-channel voice and text interactions including email, online forms, chat, social media, phone calls, surveys and more.
Real-Time Analytics – Automatically capturing and analysing the entire customer interaction as it unfolds, formulating a tailored next best action guidance message on the desktop of the agent handling the call.
If you want to find out more about speech analytics in retail banking, feel free to contact us: 0800 458 2988, email@example.com.
Publish Date: May 3, 2017 5:00 AM
It is no secret that as consumers we want to communicate with a brand when we want, however we want. In fact, most of us use two or more channels, top of which are the website (85%), phone (75%), email (65%) and live chat (58%).
Despite this, a recent study found that 58% of retailers provide different answers to the same question across multiple channels. This is not a surprise as too often, although a contact centre will support multi-channel communication, these channels are managed in silos. For the planning department, this creates great complexity and manual effort if their workforce management system does not offer multichannel forecasting methods.
So how can you optimise resource planning in multi-channel contact centres?
Get the technology right
Most of the latest enterprise Workforce Management (WFM) solutions today facilitate automated or serviced queues across multiple channels. It may be difficult but the “universal” queue or the integrated platform is possible, enabling the customer to move easily between channels. Cost constraints and infrastructure may hinder the migration to a converged platform, however the good news is that there is technology available that can link existing channels to populate and consolidate customer information automatically, and automate navigation.
Understand the demand and get the staffing right
Multichannel contact centres require an accurate method of forecasting and scheduling resource. This is only possible with a WFM application that can track volumes for multiple contact types and create multi-skilled schedules. The WFM application will be able to forecast the requirements for each contact type across the day and also provide proactive real time management to cope with unexpected demand. WFM will capture the volumes and handling times to build a set of historical profiles that can be used to improve the accuracy of forecasts across different contact types going forward.
Empower the Employees
Consistency of service is critical for the multi-channel experience and this can only be achieved if the employees have access to knowledge and tools for delivering the service. Without a knowledge base, and effective performance management and quality monitoring support, it will be a real challenge for the employee. Real time process guidance can be used to assist and prompt employees, whereas other technologies such as interaction analytics and business intelligence can provide meaningful insight to the business to ensure processes are efficient and agents are fully supported.
If you want to find out more about how you can optimise your resource planning for multi-channel, feel free to contact us: 0800 458 2988, firstname.lastname@example.org.
Publish Date: April 26, 2017 5:00 AM
The property sector in the UK is a continuously evolving sector, largely influenced by the changing socioeconomic and technological landscape of the country at each given time. A few years back, we were talking about the change brought about by the introduction of online property portals such as Rightmove and Zoopla. Today, affordable housing initiatives by the government as well as the rise of property sharing in big cities are once again changing the market dynamics.
In such a diverse and fast-paced environment, excellent customer service and brand loyalty have become the competitive differentiator behind the business that is real-estate.
In order to achieve these ‘USP’s’ estate agents require not only excellent communication skills, but also expert knowhow on the pertaining legislation for the different schemes. Yet once those phones start ringing with viewings being scheduled, rental rates negotiated and offers being put forward, it is surprising how little of this activity is monitored, measured or recorded.
As costs for solutions like call recording have come down in recent years and the technology becomes more user-friendly, property agents are increasingly using it to help close the gap in their sales process.
How can call recording help me meet quarterly sales targets?
- Do you know why some of your inbound property enquiries fail to secure any viewings?
- Can you pinpoint which of your lettings agents excel in turning around the popular phrases ‘this property is a little over my budget’ to ‘ok well it can’t harm to have a look at it’?
- Do you have any visibility of what your new starters are saying to potential buyers or renters?
With call recording now accessible via easy to use web portals providing call metrics and reports, training needs can be identified, showcasing examples of best practice whilst shining the spotlight on why you are failing to meet your quarterly targets.
Calls can also be recorded on office, home and mobile phones ensuring you can track the progress of your estate agents regardless of where they are.
How can call recording help protect your property agents, tenants and house buyers?
A key element of the job role involves negotiation, putting forward offers on behalf of clients, advising landlords, scheduling tenancy inspections and providing expert knowhow on the legislations for the many different schemes (such as shared ownership, help to buy ISA, national mortgage to rent scheme and so on) now available. In some cases, third parties may not be happy with the outcome or may challenge what was said. Call recordings are an effective means of supporting your estate agents should their actions be questioned, proving that a fair and due process has been followed which meets the standards of professional bodies such as the Property Ombudsman.
How can call recording help you train and benchmark against your top performing agents?
Call recording is an extremely effective method for capturing examples of best practice by sharing the content from those ‘exceptional calls’ with others. In larger agencies it can also be used to identify individuals who may benefit from a transfer or promotion, and who can take those examples of best practice and apply them to help address issues with poorer performing regional offices.
With more and more agencies adopting affordable and easy to use call recording technology to help boost revenue and measure and track success, can you really afford to ignore the possible benefits it can reap for your business?
To find out more about the call recording options available contact our team.
Publish Date: April 10, 2017 5:00 AM
In today’s digital world, robotic process automation (RPA) is experiencing a fast uptake, driven primarily by the abundance of data accumulated by organizations and changes in consumer behavior.
As consumers, we have come to expect immediacy and accuracy for our typical dealings with companies, like seeking an answer to a question, placing or changing an order, or just updating our details. OBut, when faced with more complex issues, we look for empathy and understanding, and it is on these occasions that we tend to seek human assistance. Getting the perfect balance between the two represents a big challenge for companies, while at the same time it offers a significant opportunity to improve not only customer satisfaction but the bottom line as well. And this is where automation can help.
The rest of this article can be found exclusively on the smartcustomerservice.com website >
Interested in RPA solutions? Then check out our website or contact our team for more information.
Publish Date: April 6, 2017 5:00 AM
Workforce management (WFM) technology has developed alongside the contact center, coming a long way from the single-channel scheduling tool it once was.
Like any tool, however, if not used correctly, it can become more of a burden than a saviour. Here are 5 common mistakes made when scheduling with a workforce management tool and how to avoid them in order to meet targets with less effort and achieve a faster return on investment.
The rest of this article can be found exclusively on the Contact Center pipeline website. Check out ‘5 mistakes to avoid when scheduling with WFM‘.
Publish Date: February 15, 2017 5:00 AM