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The Future of The Contact Centre Conference - Douglas Jackson Limited - ContactCenterWorld.com Blog

The Future of The Contact Centre Conference

I attended The Future of the Contact Centre conference in London last week, and I must say, I came away from the event absolutely buzzing.

A big theme for me, taken from the conference, other events, and from talking to great senior Leaders, is the big emphasis now on inclusion across all demographics and personality types, and individuality. The rise of the robots is also seeing the rise in humans as individuals. What do you think about this? I’m all up for it to be honest. I believe that we should embrace our individuality.


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Content continues ….

Anyway, back to the conference specifically…

Nicola Millard from the Global Innovation Team at BT was very engaging as usual with some interesting points to note: Voice contact is going up! Social media is going down in preference as a channel. Millennials are digital first but are also impatient - they use voice to escalate queries. Social media is good for brand and sales, and not so much for service. Video chat is being used successfully in healthcare, making doctors’ appointments easier, and is also having success in some parts of financial services.

Chris Thewlis, COO at Npower talked us through “doing the right thing, and costs look after themselves”.

Ben Lappin, Director, Retention & Customer Experience at The Guardian, gave some valuable tips on getting buy in from senior management.

Ed Creasey from Calabrio spoke about simplifying employee engagement. A 5% increase in engagement drives 3% increase in revenue.

The Share Centre’s Mary Cope, Human Resource Director, and Gavin Morden, Head of Customer Service, shared stories of their “people first” culture, where people are encouraged to be themselves at work reaping real benefits for the company. Happy employees = happy customers.

Jason Hendrey from Vodafone Business explained how Customer Success is becoming popular as a function with the purpose of enriching Customer Experience and increasing profit.

Microsoft’s Andrew Mcguigan, WW Leader Deployment Services, explained how customer needs are the same as they have always been. ‘Something’ begins complex and then over time it gets simpler as things become the norm. Then something new (and complex) is released again. And so, the cycle carries on.

Paula Kennedy Garcia, Vice President, Concentrix and Edmund Ovington from Unbabel explained the Unbabel in partnership with Concentrix’s proposition. Multi-lingual businesses often hire on language skills alone, and not on empathy - a crucial component to possess in order to provide excellent customer care. They have taken the top performing multi-lingual agents and centralised them into a ‘hub’, and using a unique blend of machine learning, AI and human translators they provide a multi-lingual service proposition of excellence.

Ian Naylor a Customer Experience Transformation Leader, from Booking.com showed us how they strengthened their supplier relationships and created a more competitive environment to support better Customer Experience scores.

Then it was Census Group with their ‘Give Something Back’ campaign. Richard Rowley, Managing Director, and Nicola Whitbread gave a compelling presentation that really touched the heart. Giving convicts who are hoping for a chance to turn their lives around. Proving stable employment whilst they are inside prison, and for when they are released. I don’t know about anybody else who saw this, but I had to hold back on my emotions all the way back to Euston station! It really is super work by the Census Group.

The last of the presentations that I saw, and certainly not least, was delivered by Alex King, Head of Customer Support, from the Fintech business Bought By Many. Alex wears the same outfit every day - a clean version I’m sure! This business has so far enjoyed no attrition whatsoever in their contact centre!! They are obsessed with customer feedback and have customer centric insurance policies making them more appealing to the public consumer.

A special mention to Martin Hill-Wilson, Customer Experience Strategist & Influencer, and popular industry speaker, from Brainfood Consulting, for opening the event and chairing one of the two halls.

So much to see, and so many people to see - I didn’t get to see some of the presentations that I had wanted to, and so apologies if I missed you out.

What was your experience of the event? I would be happy to hear from you, either in the comments, direct message, e-mail or phone on the number below:

Direct Dial: 01543 231072

E-mail: hannah@douglas-jackson.com

Connect with me on Linkedin

Follow me on Twitter

Hannah-Louise Cox is a Senior Recruitment Consultant at Douglas Jackson specialising in recruiting executive level, senior Director and management appointments across operations, strategy, transformation, Customer Contact, Digital and Customer Experience.

Source: https://douglasjacksonrecruitment.wordpress.com/2020/02/21/the-future-of-the-contact-centre-conference/

Publish Date: February 21, 2020 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



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