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CXFO – What We Can Do Tomorrow - Douglas Jackson Limited - ContactCenterWorld.com Blog

CXFO – What We Can Do Tomorrow

This week we joined The CXFO for their inaugural London Launch meeting, ‘What We Can Do Tomorrow’, held at The Pirate Castle; a community boating charity and multi-use venue for water-based activities on the canal, as well as offering spaces for meetings and events.

The event was an informal, casual event and hosted by chairman Don Hales and Chief Executive Isobel Rogers.

After introductions from Don and Isobel, Morris Pentel took to the stage with idea’s surrounding customer emotions, staff, customer happiness and do we lose all common sense when we slip into our business attire?

It’s not rocket science but it is science….

‘Hands up who likes NPS (Net Promoter Score)?’  - Not many in the room today it seemed…..  Morris suggested there was a better way to gauge customer satisfaction than a metric based upon recommendation, just how difficult it is for us to give a recommendation based out of 10 and went on to introduce the concept of ‘OK centred’.

If we think of everything in terms of OK, better than ok, not ok, there is a very simple formula to measure customer happiness and the customer experience for today’s customers.

To bring home the concept, we the audience were asked to consider a good, or a bad experience we had had, then to score that in terms of ‘would you recommend’ using 1-10, or, the OK centred model and I have to agree it made a lot of sense.

We had a video conference with Dr Richard Claydon, from Organisational Misbehaviourists, dialling in from Hong Kong. Richard talked about strategy vs culture and how hiring for a cultural fit, is not the best recruitment strategy and that winning strategies emerge from experimental ideas, allow experiments, eliminate waste, test ideas and if it works, add resources.

No company has a single consistent culture, so build communication, understanding and critical thinking.

Carole Layzell, Digital Eagle & Proactive Engagement CX Director for Barclays, was up next.   Carole introduced the Digital Eagle, a voluntary movement from Barclays employees, which helps, teach and share a true omni-channel experience with their employees, customers and community.

According to Deloitte, 71% of us check our phones within 30 minutes of waking up, with young adults spending at least 5 hours each day on their phones and apparently there are now more mobile phone owners than toothbrushes.

The digital eagles run eagle labs and initiatives such as ‘tea and teach’ sessions across the UK, where customers are invited for a cup of tea in a place they can gain help and confidence with computers and the internet and ‘coding playgrounds’ which work with schools and communities to help children learn how to code – as well as how to stay safe online.

These digital initiatives, championed and supported by CEO, Ashok Vaswani, offer opportunities internally, as well as externally.   One local branch which closed as it received less than 1500 visitors in a 12 month period saw 15,000 visitors to its converted ‘eagle lab’ in 9 months.

Carole also shared a touching video ‘A Life Changing Challenge for Barclays Eagle Lab, where one of their Digital Eagles, Jon, took it upon himself to design and 3D print a replacement arm for Rilee, after her Dad, Adrian bought Rilee into the eagle lab for one of their half term projects.   This life changing initiative took about 24 hours and cost £7. Strong, powerful and suprising stuff.

For lunch we were given the opportunity to head out and about into Camden and their street food area, (we also got to see the original Banksy artwork, just outside the Pirates Castle for those who might be interested), as well as lock side bars and restaurants, with a view to when we returned, finding out how we rated our experience, bearing in mind, how we might ‘would you recommend’ 1-10, or, the ‘OK centred model’.

For this scenario, as with so many others, the recommendation model proved quite difficult.  When asking to rate our experience, there were many factors; the food, the company, the weather (it was a glorious sunny and hot day), the price and the service…Would we recommend…..and what is the opposite to recommend?  Using the OK Centred model did seem easier and less effort.  Isn’t that what we are all looking for?

Next up was a line of CX expert/consultants for a Q&A;

  • Tim Routledge CX Lab.
  • Gerry Brown The Customer Lifeguard.
  • Manuela Pifani CXellence Consulting
  • Adrian Swinscoe How to Wow
  • Christopher Brooks Lexden
  • Martin Dukes, Mpathy Plus
  • Anis Qizilbash Mindful Sales Training

Each expert gave their two pieces of advice on the practical steps for tomorrow.  Some of which were:

  • Use science in work and customer service to influence positively. Modern AI offers fantastic opportunities. Analyse data quickly. Science is the basis of everything (Tim)
  • Let employees be themselves and use their emotions, everyone wants to be positive and a good Samaritan. Set guidelines but let them be themselves. (Gerry)
  • Understand what customers value the most and what drives behaviours, most organisations focus on designing CX but this is functional, not experiential.  (Manuela)
  • The difference between the top and bottom companies, is the quality of your  management. Invest in your management and being good with people is overlooked in many companies. (Adrian)
  • Most organisations pay lip service to Customer Experience, it is listed in their values but the behaviours are not focussed on the customer. Digitalising an existing  poor service, is just digital poor service. (Martin).

The day finished with an electric guitar and hard rock message from ‘Customer Experience Rockstar’ James Dodkins.

Choose to be unique, choose to be unforgettable, choose to be a CX Rockstar! 

This was an interesting event, packed full of content and with some thought provoking messages, we have only covered a fraction of it here.    If you missed this one, definitely keep an eye out for the next and we hope to see you there.

Many thanks to the CXFO , Don, Isobel, Morris and everyone else.

Source: https://douglasjacksonrecruitment.wordpress.com/2018/09/20/cxfo-what-we-can-do-tomorrow/

Publish Date: September 20, 2018 5:00 AM


2020 Buyers Guide Customer Experience (CX)

Page: 12
1.) 
3Fiftynine

Branches
Improves customer experience by helping find the agent the right information within a click.

2.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API M...
(read more)
PH: +44 (0) 207 397 8725

3.) 
AmplifAI

AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
PH: 3363030506

4.) 
At Random Communications

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)
PH: 8605673733

5.) 
BravaTrak

BravaTrak
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity

We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.

Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
PH: +64 9 623 3662

6.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
PH: US: +1 (855) 784-2807 | EMEA: +44 0203 367 2122

7.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)
PH: +302109241486

8.) 
Conectys

Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
PH: 646-381-1599

9.) 
Creative Virtual

V-Person™
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)
PH: +44 (0)20 7719 8332

10.) 
CUSTOMER SQUARE

CROSSCRM.CX
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)

11.) 
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)
PH: +61404697151

12.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.
PH: 01442 458300

13.) 
eGain Corporation

eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.

A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
(read more)

14.) 
iContactBPO

When it comes to inbound and outbound customer service at iContact, our approach is a uniquely strategized, tailor-made, bespoke solution to meet individual business needs.

Our personalized approach to quick-solving customer problems and helping them achieve success and obtain value using your product or service goes hand-in-hand with forward-thinking, tech-savvy turn-around times and consistent feedback methods.
PH: +27110190290

15.) 
MFE International

Oracle Digital Assistant, Oracle Intelligent Advisor, Oracle Service Cloud
Oracle Digital Assistant is the next generation, No code Chatbot. The NLP engines that power today’s traditional messaging-based channels lack the ability to handle highly expressive sentences Vastly different from traditional Chatbots, NLP engines that require more sophistication than the simple intent classification and slot-filling engines available today. together with Oracle Intelligent Advisor and Oracle Service Cloud, it empowers tomorrow's customer experience today.

16.) 
MindTouch

MindTouch Knowledge Management
MindTouch offers mid-size to large organizations an enterprise-grade, AI-powered knowledge management platform built for customer self-service, agent assistance and departmental knowledge. The MindTouch platform intelligently captures, manages, extends, integrates and optimizes content across all channels, systems and devices resulting in an improved customer experience, increased agent productivity, enhanced operational efficiencies, and reduced costs.
PH: 6197958459

17.) 
NovelVox

NovelVox Agent Desktop
Finesse Agent Desktop : Do More with Cisco Finesse Agent & Supervisor Desktops.
Unified Agent Desktop with Drag & Drop Gadget Designer and Ready Integrations
Integrate & Unify Cisco Finesse with CRM & other 3rd Party Applications.
Reduce AHT & Increase FCR with Unified Agent Desktops for Cisco Finesse.
PH: (+1) 301 202 3672

18.) 
Ocular Technologies

Customer Contact and conversational Self-Service Bot Solutions
Ocular Technologies is a specialist customer engagement and digital experience solutions provider based in South Africa. We employ a unique set of individuals who are experts in understanding, managing, and ultimately ensuring, an optimal customer experience. With a vision of being regarded as an internationally respected leader in the customer engagement market, Ocular Technologies strives to have our customers appear as heroes in the eyes of their clients.
We hold more than 17 years’ experience in the customer contact life-cycle space, and create a quantifiable business impact through intelligent interaction management, robotic process automation, ambient computing, natural language proce...
(read more)

19.) 
Premier Business Audio

Premier CX
Premier CX enables clients to optimise the way they interact with customers. We create great customer experiences over the phone, online, via email, video, text or live-chat. Our award-winning, strategic approach streamlines communication, creating a seamless and positive experience that is creative, clear and on-brand. Our work has a direct, tangible impact on contact centre activity: driving sales and reducing overheads.

From IVR design to In-Queue & On-Hold audio, Premier CX helps to maximise the opportunity for upsell and cross sell via targeted messaging. Contact centre agent training ensures consistency for a great experience with every call.

Our in-house video production experti...
(read more)
PH: +44 (0) 345 0711 359

20.) 
QPC Ltd.

QPC Experience Platform
CLOUD FRIENDLY | ADVANCED ANALYTICS| WORKFORCE ENABLEMENT | CUSTOMER EXPERIENCE MANAGEMENT PLATFORM |

Collate all data sources in real-time into one place to create a single source of truth

Flexible integration with on premise, hybrid and/or cloud architecture

Harness cutting edge technology to find new patterns and trends

Omnichannel Secure recording and analytics for all contact interactions

Optimised Workforce Management with real time scheduling enterprise wide

Unified Communication Management Reporting enterprise wide

Modular Based Offering also available
PH: 00441352705810
 
Page: 12



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