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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.

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


2024 Buyers Guide Artificial Intelligence

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

4.) 
Happitu

Happitu Vision
Happitu is an affordable speech analytics and scripting platform that acts as your service team's personal coach—giving them the process, resources, and insights to deliver the perfect customer experience over the phone. It analyzes 100% of your interactions and highlights what your customers actually experience.

5.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

6.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

7.) 
Vads

VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.

VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.


Benefits :
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer

8.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its AI based bots helps organizations in manpower optimization & elevating the customer experience . With NLP & NLU (natural language processing & understanding), our bots can do intent mapping & take the customer service to new heights. If need be the conversation with virtual agent can be transferred to a human agent for omni-channel customer experience.

10.) 
Teneo AI

Openquestion
OpenQuestion revolutionizes customer experience and operational efficiency by automating first response when customers call your contact center. Designed for platform independence, connect to existing technology infrastructure no matter how your call center tech stack is designed. Utilizing advanced AI techniques, a patented Teneo Linguistic Modeling Language (TLML), and integrated conversational context to evaluate and understand what customers need, evaluate sentences, recognize word patterns, and clearly identify caller needs.

This functionality interprets caller intent and swiftly routes customer calls to the most suitable agent, providing details of the request before the agent picks up. Additionally, automation can be added to handle customer queries without human intervention.

11.) 
virtualQ

virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
 



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