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How to Automate Enterprises for Cost Takeout and Enhanced CX - Hinduja Global Solutions Ltd. - ContactCenterWorld.com Blog

How to Automate Enterprises for Cost Takeout and Enhanced CX

The second installment of the HGS India webinar series, “How to Automate Enterprises for Cost Takeout and Enhanced CX,” was held on May 24. At this webinar, HGS Senior Vice President of Business Transformation and Innovation, Ram Mohan Natarajan, elaborated on using automation to find the right balance between cost transformation and enhanced customer experience.

Key webinar takeaways were:

  • Industry adoption trends in automation
  • An intelligent automation approach leading with bots and brains
  • The impact of automation in reducing cost, improving quality, and getting the right answer fast

The webinar takeaways were bolstered by a discussion of both back office and front office processes that can be automated with considerable business impact. The webinar also provided actual examples where automation solutions have been implemented and used to deliver significant benefits for companies across industries.

We also asked some poll questions during the webinar to understand and measure audience opinions about the webinar topics:

  1. Per our first poll question, “Is your organisation currently predominantly focused on cost optimisation?,” an impressive 56% of participants said they are focused on optimising cost in both back office and customer-facing processes, with 25% saying that they are concentrating on the cost of customer -facing processes, and 19% of respondents optimising cost only for back office processes.
  2. The second poll question “Are you using any of these in your organisation?” signaled interesting trends on technology adoption, with 46% of respondents having implemented RPA in their organisation, 23% using both RPA and chatbots, 15% saying they use only chatbots, and another 15% stating that they do not use of these technologies in their companies.
  3. The answers to the third and last poll question “Do you think chatbots will be able to answer most of the queries in the next 2-3 years?” bode well for the future of chatbots, with 56% of webinar participants saying that they do think chatbots’ answering capabilities will strengthen over the next two to three years. Another 19% responded that they don’t think this will happen and 25% state that it will take longer than two to three years for chatbots to have an impact.

The collective opinion sample of the overall poll responses pointed toward a market that has already adopted automation to a considerable extent and is open to increasing that adoption percentage.

During the concluding minutes of the webinar, participants were invited to have their questions answered by Ram:

Q1: Should automated webchat solutions be proactive or reactive?

A: There may be solutions, in some cases, that could be proactive. Sometimes, though, there is learning required—we have to learn, and the system also has to learn. We need to ensure that the data gets captured first and the system is able to learn, and then be able to become proactive. For those of us who have not started off on the journey, it might be easier to pick up what is already available, and automate that. I would not necessarily suggest this for the simpler tasks, but at least the repetitive tasks. And that way you start getting the business benefits and you start moving up the value chain. You’ll be able to churn huge amounts of data for your bot to be able to be more proactive.

Q2: How do these chatbots behave in a multi-language environment with different types of consumers?

A: I don’t see too much challenge these days on multi-language. If you look at even freely available tools like Google Translate or any of those available in the market, they are fairly advanced now. So I wouldn’t consider language as a constraint. Rather it’s about, what you want to achieve? What’s your objective? Is it about customer experience or taking cost out? The journey you take will depend on your answer to that question.

Q3: Are most of the benefits to do with costs or accuracy?

A: This is an interesting question. Many people actually start thinking about their business case first and the first logical thing that comes to all our minds is, “I need to save on my costs. I have got 20 people doing the work. Can I eliminate headcount?” Sometimes it is fascinating to see what impact accuracy can have on automation. You know there are bots today that we have implemented for clients that actually impact millions of dollars. Here we are not talking about saving 10 people, but eliminating human error has a much bigger ramification for the company than actually reducing people. Similarly, we have automated processes at the front end that have to do with building the product for a healthcare client. One mistake there can affect all the claims that come in the future. While yes, automation did save on people doing work, the much bigger benefit was with the impact on the downstream processes. These effects are manifold, compared to the small cost savings that could have accrued just by reducing people.

Source: https://www.teamhgs.com/blog/automate-enterprises-cost-takeout-enhanced-cx/

Publish Date: June 6, 2018


2024 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

8.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

9.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



View more from Hinduja Global Solutions Ltd.

Recent Blog Posts:
I See You: Staging Better CX, Using VideoJune 20, 2018
3 Ways Social Media Can Make (or Break) Your CXJune 12, 2018
How to Automate Enterprises for Cost Takeout and Enhanced CXJune 6, 2018

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