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The Future of Work in Contact Centres - Douglas Jackson Limited - Blog

The Future of Work in Contact Centres

The Future of Work in Contact Centres was this years theme and a topical subject for the annual CCMA UK National Contact Centre Conference, which was once again held at the fabulous British Library.

This event is always an informative, content packed conference and a highlight of the calendar and if you didn’t know already, totally free to CCMA members.

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We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



Ann-Marie opened the conference and introduced our first speaker Professor Moira Clark from the Henley Business School with ‘Customer Experience and the Ageing Workforce’.  Moira outlined the challenges in customer management for 2019;

People - employee engagement, quality and skills.

Culture - customer centricity and the ability to adapt to change

Customers - turning feedback into realistic actions

Technology, Finance, Resources and Regulation were also listed.

Moira advised business needs to realign its expectations regarding the makeup of its workforce, and how it serves its customers.  Our workforce, customers and population are ageing rapidly; by 2031 50% of the UK population will be over 50 and by 2050, 33% will be over 60 across mature economies.  In addition, those being born now are expected to live to 110.

This will have a significant impact on the ability to recruit, secure and retain the right skills and the workplace will have to adapt to the changes in how we learn, how we act, how we think.  In addition, we need to think about how we serve this ageing population, considering larger print, better lighting, ease and patience!

‘Thinking is to humans as swimming is to cats.  We can do it if we have to but we’ll do anything to avoid it’  Kahneman, 2012

Andrew Hall from Odigo talked about ‘Meeting the emotional needs of customers and agents’.  How can we treat our employees and customers differently as there are a world of personalities, each with emotions, where 95% of our purchasing decisions are made in our subconscious mind.

Andrew also highlighted the differential across the generational workforce with regards to important factors for employment; whereas good health and benefits were important to the baby boomers, salary rules for the Millennials and Gen Z.  An ability to pursue passions and job security are also important for these demographics.

Claire Smith from Moneypenny, a business we have enjoyed hearing from before, shared how a focus on culture helped reduce churn, sickness, drive growth and increased productivity.

‘Culture eats strategy for breakfast, operational excellence for lunch and everything else for dinner’, Peter Druker.

Declan Doyle, Poly addressed ‘making remote work’, where the transition to cloud, AI and robotics, all help the remote agent.  When an average support agent requires  up to 8 programs to do their job, and the most successful companies have an average of 6.7 interaction channels, efficiencies from AI and analytics are critical.

However, in an empathy economy, voice has become the priority line, with 70% of respondents from a Frost and Sullivan (2018) survey with Plantronics saying Voice calls had increased!

So can intensive voice environments thrive in a remote working environment?  Considering ‘Bricks (environment), Bytes (technology) and Behaviours (educations), smarter working can deliver significant benefits for employee, employer and customer.

Helen Wilson from Ipsos Mori was next, now Ipsos Mori are always a firm favourite of ours, in a world of fake news and sensational headlines, their insight and knowledge of global thinking and trends, is always a leveller, restoring faith and calm.

Helen talked about Trust.  When more than 80% find it hard to know who or what to trust due to contradictory information, 60% said trusting in brands is more important than ever.

Although trust seems to be on the decline, for many institutions this change happened some time ago with countries including Britain actually showing rising levels of trust in other people.    Where trust is low for Bankers, Politicians and Government Ministers, our trust in experts is high with Scientists, Doctors and Teachers topping the list.

Understanding how trust matters and what drives it for our customers is good for business, although this differs from sector to sector and country to country.

Hayley Diggens and David Geffan from NICE showed us how Gamification, helps drive performance, engagement and motivation in our employees.  If you didn’t already know 40% annual turnover costs £2.5 million for every 1,000 employees.

Steven Bell from Verint shared their 2019 research to help humans and technology work hand in hand to achieve rising expectations and Sabio took us through the CCMA benchmark and index report which will compare contact centre performance across 20 core metrics.

The above does not go half way to include everything, we could go on and on.  Thank you to Ann-Marie and her team and all the speakers for another super event.


Publish Date: November 14, 2019 5:00 AM

2021 Buyers Guide Automation


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.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

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 Perfor...
(read more)

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