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IPscape - ContactCenterWorld.com Blog
As a business leader, you understand the importance that satisfied customers are to your business. Satisfied customers will not only spend more, they will purchase more often, will generate positive word-of-mouth and referral sales, and will have a decreased barrier to purchasing. Additionally, there are internal benefits of happy and engaged employees.
What methods can you use to improve customer satisfaction within your call centre operations? Follow our 4 tips to improve revenue within your business:
1. Deliver personalised interactions
By integrating your Customer Relationship Management (CRM) with your cloud contact centre, you can deliver a more personalised service by instantly knowing who is calling, their past caller history and other pertinent information to create a more personalised interaction.
Callers can be routed to the most appropriate agent based on their profile and previous caller activity.
2. Omni-channel approach
The rise of social media and digital channels has led to a move away from straight phone calls for call centres. Todays contact centres can handle multiple channels such as phone, emails, social media, SMS and webchat – the customer’s channel of choice. Integration of CRMs enable customer service representatives to view the channel which the customer has contacted the organisation and potentially interact with them via that channel, if it is their preferred method.
3. Create a more efficient way of communicating
Screen pops display information to the agent about the person calling, in real-time. On average, call centres who utilise screen pops, experience a reduction in their Average Handling Time (AHT) of 5 – 30 seconds. This creates significant costs savings for the contact centre.
4. Single source of customer data
All interactions can be tracked and recorded in the CRM if it is properly integrated. The customer journey, links to call recordings (call outcomes, call duration, call notes) can all be inputted into the CRM. This implementation provides a single source of truth for customer data and closes the loop on the customer journey
ipSCAPE can integrate with almost any cloud CRM like SalesForce, ZenDesk and ServiceNow.
For more information about how to increase customer satisfaction within your business, contact ipSCAPE.
Publish Date: September 10, 2018 5:00 AM
How satisfied are your customers? When your customers call you, what level of service are they experiencing? Did you know that linking your call centre and your Customer Relationship Management (CRM) system can not only improve customer service levels, it can create cost savings for your business?
What is Smart Call Routing?
Smart Call Routing uses a combination of call data, caller information and your customer database to intelligently route calls to the most appropriate call centre agent.
By using a customer’s telephone number, it is possible for you to identify whether a caller is a frequent or important caller, therefore bypassing an IVR (Interactive Voice Response) and routing them straight to the relevant agent or department. It has been documented that improved customer service levels increase customer loyalty which directly impacts sales.
How can customer satisfaction be further improved?
By integrating your Customer Relationship Management (CRM) with your cloud contact centre, you can further enhance customer satisfaction levels.
Computer Telephony Integration (CTI) describes any technology that enables computers to interact with telephones. Smart call routing is one function of CTI with screen pops being commonly used. Screen pops display information to the agent about the caller the moment that they phone. On average, call centres who utilise screen pops, experience a reduction in their Average Handling Time (AHT) of 5 – 12 seconds. This creates significant costs savings within your contact centre.
Other examples of smart call routing include:
- Connecting a caller to an agent they have previously built a rapport with
- If a caller speaks another language, routing the caller to an agent who speaks the same language
- Prioritising VIP or frequent callers in the call queues and routing them directly to the correct department or agent
- Offering special offers if they are due for contract renewals, based on information derived from the CRM
Interoperability within your contact centre
Interoperability is the ability of computer systems to exchange and make use of information. It is highly unlikely your contact centre relies on one platform to deliver all your software needs.
When there are multiple software vendors involved, it is important that the systems interoperate and integrate seamlessly with each other. For example, your cloud contact centre software talking to your CRM. ipSCAPE can integrate with almost any cloud CRM like SalesForce, ZenDesk and ServiceNow.
CTIs can log and record calls and caller information in CRM tools, maintaining your CRM as a single source of truth for customer information.
This added benefit creates a positive experience for callers and a more efficient use of your resources.
To create legendary customer service in your call centre by integrating your CRM with your call centre, contact us.
Publish Date: August 31, 2018 5:00 AM
The contact centre market is undergoing a transformation as traditional on-premise contact centres are displaced by cloud contact centre models. Cloud contact centres can offer significant financial benefits, such as a usage-based pricing model and lower costs, but many businesses are embracing the greater agility that cloud contact centres can bring to an organisation.
Customer demands and market conditions are driving an increase in cloud-based solutions. `
Follow our five steps to successfully move your contact centre to the cloud:
1. Clearly define your business drivers
This may sound obvious, but it is amazing how many businesses start to evaluate new technology platforms simply because their current platform is out of life/ maintenance contract. Cloud will be mentioned and suddenly the business will be mired in evaluating vendors on cost and features alone rather than defining what the business needs the technology to deliver.
2. The benefit of real-time control of your contact centre
One of the most unique and least understood benefits of cloud contact centre applications is the ability for the people that run the contact centre to control the technology directly via a secure web browser (which can be accessed from any device).
The real-time control means there is no need to send requests for adding agents, changing IVR flows or campaign scripts to internal IT teams or expensive third-party vendors. Instead, Contact Centre Managers can make all the changes themselves – within minutes – through an easy to use web interface. This direct control not only saves time and money, but it means that businesses can scale their operations in real-time to cope with unexpected peaks in demand. So, no customer should ever hear a busy signal and all calls will be managed in real-time.
3. Rapid technology innovation
A widely unrecognised benefit of cloud software is its ability to deliver continued innovation. Whilst traditional on-premise solutions can go months, even years without upgrades, cloud contact solutions will include the implementation of a regular stream of technology innovation.
4. Consider a phased hybrid cloud model
Cloud is not the right solution for all Contact Centres. Contact Centres with no need for rapid changes, real-time control, usage-based pricing or scalability can sometimes be better off sticking with traditional on-premise technology.
But it doesn’t have to be an all or nothing migration. Certain elements of any business may have a greater need for Cloud. Many of Telkom Telstra’s clients who are powered by ipSCAPE run 50-150 seats of Cloud Contact Centre software in parallel with a more traditional technology solution.
5. What are the risks of staying on the current system?
By its very nature, any Cloud Contact Centre business case will focus on the risks of change and migration. But a successful business case will also examine the opportunity costs and risks of not migrating to a new technology platform. Don’t wait for an incident or disaster to force the change. Key elements that should be considered include:
• What’s the FULL future cost of the existing technology?
• Does the existing technology meet all our future needs? What’s the roadmap release programme?
• Can we continue to fund IT or third parties to manage technology for us?
• Will our competitors gain a competitive edge through Cloud?
To find out how you can successfully move to the cloud, contact ipSCAPE today on 1300 477 277 or visit contact us.
 Australian Contact Centre Market 2015, Frost and Sullivan, July 2015
Publish Date: August 22, 2018 5:00 AM
Driving efficiency in your outbound contact centre is a constant challenge – where a 5% difference in performance can materially affect the bottom line.
Typically, calls are made using technologies such as a predictive dialler. Examples of outbound contact centres include sales calls to prospects, debt collection, proactively sharing information, market research and surveys.
If you run an outbound contact centre, then these simple tips can help you stop making outbound contact centre bunders that are costing you customers and revenue.
- Relying on outdated dialler technology – if you have outdated, on-premise dialling technology or you are relying on agents manually dialling to make outbound calls, you may be losing out on potential revenue and missing relevant conversations with your customers and prospects. With outbound cloud contact centre technology, your agents are only connected to live calls, improving contact rates and increasing contact penetration of calling lists enabling them to have meaningful conversations with more customers.
- No scalability options– Scaling up or down to meet changing demands is unavailable in traditional call centres. Cloud provides scalability and flexible pricing options, meaning you only pay for the service when you use it. For example, if you are calling a large prospect database, you can scale up for that activity and then scale down when your business needs change. This is a more efficient use of your resources and is cost efficient.
- Real-time changes – making changes to your contact centre may be manual and time-consuming. When you implement cloud contact centre technology, you can make real-time changes to your outbound dialler, therefore improving agent productivity and campaign performance. Easy to use dashboards help you track live campaign performance and adapt where necessary.
- Accessing a wider range of agents – on-premise call centres rely on in-house call centre agents, restricting access to a larger volume of agents, or especially skilled agents. Cloud technology can be accessed anywhere that you have an internet connection and a headset. This allows you to access remote agents (if you have suitably skilled agents available) who can quickly meet changing demands in your outbound call requirements or who may have special skills, whom you would have otherwise been unavailable.
- Relying on spreadsheets and manual processes – your contact centre managers may be whizzes with spreadsheets, but this process is manual and time-consuming and is prone to human error. Reduce reliance by implementing a cloud analytics platform that plugs into your cloud technology. You can make better business decisions, faster.
Speak to one of our outbound contact centre specialists today to find out how you can make your contact centre more efficient and stop losing customers.
Publish Date: July 9, 2018 5:00 AM
When running a call centre, you needn’t rely on a crystal ball to predict the future. There are many tools in place that can assist in making your centre more efficient and maintaining your customer service levels. Do you have a call centre with more than 20 call centre agents? If you answered yes, then we recommend you implement a Workforce Management (WFM) tool.
But what is WFM, we hear you say? According to TechTarget, “…WFM is an integrated set of processes that an institution uses to optimise the productivity of its employees”. In a call centre context, it is the fine balance of understaffed versus overstaffed.
If you are overstaffed, your operating costs will be high which will affect your profitability. If you are understaffed, your customers and staff will be dissatisfied.
Check out the below graphic to see what the Workforce Management cycle looks like.
Which WFM tool to choose?
Traditional WFM approaches use automatic call distributor (ACD) data, are hosted on Excel spreadsheets and utilise Erlang C calculations.
The information you receive may include incoming calls for a given period, average handling time (AHT), service levels, maximum occupancy, shrinkage and average patience.
Whilst these basic tools are useful for call centre managers, they are certainly not without limitation. There is no real-time visibility of adherence, accurate rostering can be difficult, especially if there are frequent changes, multi-channel functions are hard to manage, even basic reporting can be time consuming and you must be an Excel genius to work everything out.
The WFM Software Approach
WFM software are programs designed to help organisations manage staff scheduling.
With several software options available, you should consider how it integrates with existing solutions like your cloud contact centre. This can ease the process and improve efficiency. ipSCAPE integrates with a WFM software solution called Agyle Time.
Implementation with Agyle Time or similar software may provide the following features:
- Forecasting – call volumes are forecast based on historical data. Once set up, forecasts are constantly updated with real-time data, making it smarter the longer you use it
- Smart scheduling & Rostering – easy to use reporting means you can see where your call volume spikes will be, take into account shrinkage and calculate actual staffing levels. Staff can be automatically scheduled and notified of shifts, as well as agent profile building
- Vast reporting capability – useful reports include punctuality, schedule adherence, agent activity call volumes and call outcomes
- Submitting of timesheets and exporting
Predicting the future has never been easier. Here’s why you should be implementing WFM software with your cloud contact centre:
- More accurate forecasts, schedules, budgets and plans
- Right people (with the right skills), in the right place, at the right time
- Improved customer experience and service level agreement performance
- Improved occupancy and lower payroll costs
- Reduction in non-productive time
- Ability to manage in real time (adherence)
- Reduced administration costs (leave requests, agent availability, timesheets)
- Enabling data driven business decisions with reporting insight
- Happier, more engaged agents and less churn
If you would like to speak to a WFM expert, contact ipSCAPE today on 1300 477 227.
Publish Date: May 9, 2018 5:00 AM
The process of call routing in call centres is where an incoming call is directed to a specified call centre agent and the respective queue they are placed into. When done correctly, inbound call routing can improve customer service and increase sales. Here are three methods to consider when implementing call routing in your call centre.
Get the Basics Right
Getting the basics of inbound call routing right sets the precedent for your service and sales levels. A basic call routing strategy is sending the caller to the correct department. An efficient routing method is sending the call to the agent who has been waiting the longest.
This could be achieved in a couple of ways. You can either publish a separate number for each department or publish a single telephone number and ask the inbound caller to select a number for the department or service that they require.
This creates both call centre efficiency and improves customer service by immediately directing the call to the correct destination or queue.
Skills Based and Service Level Routing
Skills based routing is when calls are directed to specific agents dependent on their skills.
For example, a Spanish speaking caller is directed to a Spanish speaking call centre agent. If a caller has a better rapport with the agent and they have the right skills to resolve their enquiry then this creates a better outcome for the caller.
If the agent that best matches the caller’s needs is unavailable (on another call for example), rather than keep the caller on hold until that agent is available and risk longer wait times, abandoned calls and lower service levels, it is beneficial to implement a service optimisation strategy.
If callers have been waiting too long, or there are too many callers, they can be moved to another backup queue.
This backup queue would take priority over existing queues and if these are overloaded, then the caller could be directed to voicemail, an external answering service or offer an automated call back when an agent becomes available.
These strategies create better caller outcomes and reduce the risk of your service levels being impacted.
Call routing done intelligently can lead to increased sales. Using a caller’s telephone number (Caller Line Identifier) it is possible to identify if a caller is an important or frequent caller, therefore bypassing IVR (Interactive Voice Response) straight to the relevant department or agent.
It has long been documented that improved customer satisfaction levels increases an organisation’s sales. Mitigating the chance of important or frequently calling customers being placed in long queues, can create a better service for them and increase loyalty levels.
If combined with a Customer Relationship Management (CRM) tool, it is possible to tell if a caller is for example, due for a contract renewal in the next three months, they can then be offered a “special offer” to entice them to renew their contract. This will impact sales levels.
This is also true if a customer is in danger of leaving. Their call can be escalated to a relevant or more sensitive department, thereby minimising their chance of leaving.
If done correctly, inbound call routing can improve the customer experience by getting callers to the most appropriate agent as quickly as possible, helping to identify VIP customers and offer solutions for long wait times. Additional benefits include the increased sales from contract renewal, as well as creating a more efficient call centre.
For more information and a demonstration on call routing, check out ipSCAPE’s latest webinar. Or if you would like to find out how inbound call routing can benefit your business, speak to an ipSCAPE representative today.
Publish Date: April 5, 2018 5:00 AM
Recent advancements in artificial intelligence (AI) are predicted to have a colossal impact on the contact centre sector. According to Forrester Research, AI and intelligent agents are two of the top five technologies most likely to transform the tech landscape by 2021.
So where is AI at now in the contact centre world, and what can we expect in the future? Is it possible that one day robots and other forms of AI will totally take over the industry, leaving swathes of contact centre employees out in the cold?
Rise of the internet chatbot
To the first question, AI is largely still in its experimental stage in Australia. But the results to date have been promising, particularly when it comes to text-based chatbots (or ‘virtual assistants’, as they’re also called). For customers preferring to have their questions answered via a website than by calling a contact centre, chatbots can provide excellent service.
When a chatbot pops up to a website, it comes with Natural Language Understanding (NLU) capabilities that allow it grasp the intent of what’s being asked. In other words, it mimics how a knowledgeable human would respond to the enquiry. A good chatbot is also able to seamlessly transfer the customer to a live agent when the conversation gets complicated.
An example of a successful chatbot in action is Alex, the virtual assistant for the Australian Taxation Office. Alex uses NLU, advanced resolution technologies and conversational dialogue to answer tax-related questions from website visitors. Launched in March 2016, Alex has answered over a million enquiries with a resolution rate of 80%, which is significantly higher than the industry benchmark of 65%. This type of technology has also gained traction in the telecommunications, banking, retail and financial services sectors.
According to recent research by conversational commerce company Flamingo Customer Experience, 77% of Australian customers (from 528 surveyed) are comfortable with the concept of using a chatbot to address their enquiries. Of the 84 Australian businesses surveyed, 73% believe chatbots are relevant to their business. With a solid track record already laid down, and with the technology improving all the time, internet-based chatbots are here to stay.
Live agent or robot – what’s best?
While chatbots can be good at providing simple answers to predictable, uncomplicated questions, the stakes get higher when organisations leave it to a robot to address complex enquiries. Companies don’t want to risk losing a long-time customer because of a poor Chabot experience. They also don’t want to fail to convert a prospect into a customer, because of under-developed voice automation technology.
This is one of the reasons why Australian organisations are treading carefully when it comes to voice-based AI. As things presently stand, robots simply aren’t good at certain things. Through machine learning, they can be effective in understanding what we said, but not necessarily what we meant. For example, AI technology is typically poor at detecting sarcasm – a response of ‘yeah, great’ from the customer may not mean what the robot thinks it means. An empathetic understanding of a customer’s emotional state is also not something a bot can easily pick up on. So a customer becoming increasingly exasperated may not be dealt with in the same way as they would if there was a human on the other end of the line. Also, a robot can only provide answers from which it is able to draw from its database of knowledge – a potential shortcoming when a customer makes a ‘first-of- its-kind’ type of enquiry. While machine intelligence operates within certain pre-programmed parameters, human beings do not. We’re simply not that predictable.
For contact centre operators, a key challenge lies in knowing the point at which a customer machine conversation is failing and needs to be taken over by a live agent. If a live person is too slow to get involved, the customer could be lost.
So until major further advancements are made in AI, its core strength will remain its ability to automate simple processes where human skills and knowledge are not required. This is good news for the contact centre workforce because there’s no way automation is going to replace humans any time in the foreseeable future. Rather than replace live agents, technology can be expected to complement and enhance both the customer experience and the agent experience. That all-important need for the human touch, where qualities such as compassion, an instinct for social cues and a grasp of the unique needs of a particular individual customer, will continue to be vital for organisations dependent on attracting, serving and retaining customers.
For contact centre representatives, automation will free them from the tedium of continually responding to the same rudimentary queries over and over again. Their jobs will become more stimulating and challenging, allowing more opportunities to apply critical thinking and creativity in their problem-solving.
Is AI a win-win for customers and providers?
For customers who want good customer service and for contact centre service providers, who want to deliver it, the future looks bright. For the most part, Australians are comfortable having their basic enquiries dealt with through automation. Not speaking to a human being is generally acceptable as long as it provides the desired result. In this regard, AI has plenty of runs on the board, and will only get better as its machine learning technology improves.
For government and corporates, AI has delivered some successes in reducing operational costs, while maintaining solid customer satisfaction rates. With the high cost of hiring and training contact centre staff, the reliable and efficient automation of basic functions has predictably had a positive bottom line impact.
But there is still some distance to travel along the AI path. Consistently outstanding customer engagement from an intelligent, insightful and empathetic robot is the holy grail. But, in all likelihood, it’s destined to remain elusive, despite the impressive pace of AI innovation.
The contact centre of the future is far more likely to be one that combines human interaction with automated processes to deliver the best in customer service.
Peter Anson is CEO of ipSCAPE
Publish Date: October 12, 2017 5:00 AM
With each new technical innovation, customers are evolving their communication preferences. With email, Web Chat, SMS, and social media as the normal medium, the traditional voice channels can sometimes be less in demand.
Traditional contact centres need to adapt to meet the needs of the ever-changing environment by expanding their available options to embrace omni-channel communications that genuinely manage their customers experience end-to-end.
Omni-channel means more than just cobbling together different modules. Just offering voice and web chat (through a separate widget) and email (through your email client), does not enable a real customer omni-channel experience.
Omni-channel is about having all communication channels and CRM databases working as one integrated central system, which delivers a single view of the customer across all media. No communication gaps, no silos: having the full picture of a customer in one place is the only way to ensure that your customer experiences are optimal. Then when you add powerful business analytics to the mix, you have the tools to gain insights that will help you optimise your customer experience by making better decisions, faster and more accurately.
At ipSCAPE, we offer true Omni-channel contact centre solutions and it’s in the Cloud! Meaning, you get the benefit of a powerful customer experience management platform with all the benefits that go with a cloud solution: rapid deployment, a lower total cost of ownership, built in redundancy and data security. ipSCAPE also offer concurrent user agent licensing meaning you “Pay as you Go” and only pay for what you use.
One of the key benefits of a Cloud based omni-channel solution is the ability to test new digital channels rapidly with minimal risk and no extra cost. Contact Centres using ipSCAPE’s solution pay a single competitive price for all voice and digital channels. They also have direct control of the software – which means they can test and activate new digital channels in days. There’s no reliance on IT or 3rd Parties.
So while customer experience management is a term now commonly used, organisations need to evolve rapidly and deliver a true digital Omni-channel customer experience. Technologies such a ipSCAPE’s provide an opportunity for all Contact Centres to take their first steps into digital quickly and cost effectively.
Publish Date: March 30, 2016 5:00 AM
Like many people, I love shopping.
I mean, really love it.
Whether I’m browsing the stallsat markets, exercising my credit card at airports, skimming through the on board shopping catalogue on the plane, flicking through the racks at stores or checking out the latest offers on my iPad, I simply love the process of shopping.
So recently when I was offered the chance to attend the Annual Online Retailers Conference in Sydney to learn more about how Australian retailers are delivering a better customer experience – I jumped at the opportunity. And by ‘jumped at the opportunity’, I mean I formally presented my credentials as an experienced shopper…!
Like many of technology companies exhibiting, ipSCAPE had a stand on the exhibition floor where we were busy demonstrating to conference visitors how we power online retailers in order to support their customers and increase their propensity to purchase.
During the two day event, I also had the opportunity to explore the rest of the exhibition. What amazed me was the sheer variety of solutions and plug ins that are available. Australia seems to have a technology answer for every stage of the supply chain. I checked out innovative ways to order your boost juice or coffee through your mobile with MandoeMedia and Whispir and discovered clever new ways to pay with exciting new businesses like ZipMoney and established brands like MasterPass. I specifically loved the Future Store with all sorts of ‘back to the future’ gadgets including drones to deliver goods immediately!
This year’s conference had some great speakers one of which was Hointer CEO Nadia Shouraboura.
Nadia highlighted how technology has driven changes to the retail industry in the past 10 years. She also explored the trend towards providing customers an experience with a product prior to purchase – and how much the retail experience will change in the years ahead in response to this trend.
One of my main takeaways throughout the whole experience at the Online Retailers Conference – through discussions with other exhibitors and online retailers themselves – is that customers still want and expect a relationship with the retailer. Technology can enable and automate many parts of the purchase process, but in the end, communication, interacting and speaking to your customer remains a critically important foundation of a successful business.
Publish Date: July 29, 2014 5:00 AM
Enterprise grade Public Cloud is still an emerging technology in India. Whilst the overall cloud market is accelerating – IDC reported that the Indian cloud market grew by 70 percent in 2012, and is expected to exhibit a 50 percent growth rate for the next three more years – there are still challenges to widespread adoption of Public Cloud. These include telecommunications regulation, data privacy rules, ‘cloudy’ vendor licensing regulation and of course infrastructure.
That said, all of the India ICT and BPO partners I spoke during a recent two week trip to India were genuinely interested in adding a Public Cloud technology to their global ‘technology stack’ QUICKLY – which means the next 6 months. This need is driven by the fact they are now starting to lose business opportunities due to the lack of operational and commercial agility in their traditional technologies.
BPO – the role of Cloud in enabling Global Near Shore Operations: This new level of demand was especially strong from the Tier 1 Global Indian BPO operators, who are now seeing greater growth in contracts what they term “Near Shore” operations – which they define as facilities that sit closer to the customer’s country of origin. Whilst all the BPO operators we met had a strong existing technology partner ecosystem, this ecosystem only included the traditional on premise or hosted solutions. To compliment this ecosystem they need an agile Cloud Contact Centre solution which can be deployed in days and can work for new delivery models such as Home Working at a highly competitive price in all global markets. Concurrent agent pricing models, which allow them to share licenses across 24-7 operations at no extra cost, are also increasing their interest in Cloud – as technology costs can be cut by 30-50%.
Local market, local infrastructure: Indian Contact Centre operators are also keen to leverage cloud, but as with other more mature markets, they increasingly need the Cloud platform to be hosted and serviced in India, not in the US or the UK. Interestingly this in-country model for domestic markets is one mandated by ipSCAPE in Asia. As India’s domestic industry sectors (for example the financial services sector) continue to grow (a huge percentage of India’s population is still classed as ‘unbanked’) this demand is set to accelerate. Some local India Cloud players are already ahead of the curve and have implemented innovative models which leapfrog those in more mature Asian markets: an illustration is one partner who we met with who has worked with the Indian Regulator to create a Cloud Service which manages Core Banking Platforms as a SaaS Model.
SME’s are the future of Cloud in India: Finally, the key phrase that we heard from everyone we spoke to was how to enable Public Cloud for Indian SMEs. The majority of Cloud adoption to date has been in the Enterprise Sector. But it’s SMEs who operate as the backbone of India’s economy, as they are responsible for almost half of India’s industrial output and private employment. As Australia’s leading Cloud Contact Centre vendor, the SME market is obviously something we have significant experience in enabling and we look forward to working with our local India partners to create a new more accessible SME Public Cloud framework in India
Publish Date: March 24, 2014 5:00 AM
ipSCAPE is sponsoring Salesforce 1: World Tour. Themed ‘Welcome to the Internet of Customers’, we’d like to invite you to come along.
Behind every app, every device, and every connection, is a customer. Billions of them. And each and every one is speeding toward the future.
The Salesforce1 Customer Platform was designed to help you sell, service, and market in today’s hyper-connected world. During this event, you’ll see how local customers are adopting the Salesforce1 Platform to connect with customers and drive business results. We encourage you to listen, engage and join in the conversation at the event so you can start your own Customer Company transformation.
Register now for free and join us for the exclusive Australian stop of the Salesforce1 World Tour and experience.
Wednesday, 26th March 2014
8:30 – 18:00
Palladium at Crown,
Level 1, Crown Towers
8 Whiteman Street, Southbank
So REGISTER NOW to come along. We look forward to seeing you there.
Publish Date: March 13, 2014 5:00 AM
New Whitepaper “Move your Contact Centre to the Cloud: Ten Steps to Creating a Winning Business Case”
ipSCAPE has just released a new whitepaper, drawing on eleven years of experience working with organisations to help them move their contact centres to the cloud.
Although the market for Cloud contact centre technology is maturing, one of the challenges businesses encounter is the creation of compelling business cases that articulate the benefits of moving their contact centre to the Cloud.
The whitepaper includes ten important considerations to help create a winning business case: Move your contact centre to the cloud. Ten steps to creating a winning business case
If you have any questions or would like to discuss your organisation’s contact centre requirements, please contact us – details in the orange box above right.
Publish Date: February 27, 2014 5:00 AM
CLOUD, FIRST CALL RESOLUTION, AUSTRALIA’S GROWING ASIA DEMOGRAPHIC AND 25,000 JOBS OFFSHORED TO THE PHILIPPINES
Here’s something you don’t hear everyday: ANZ says increased call wait times will improve customer satisfaction.
Earlier this month it was widely reported that ANZ Bank was changing the focus of its contact centre metrics from simple call answer time to first contact resolution. This subtle but important change is designed to help improve customer satisfaction. How? With only an additional wait time of around 6-8 seconds at peak times, the belief is that they will deliver a higher rate of first contact resolution. This shift towards improving the customer experience is a huge positive step.
But what if these estimates are wrong? How quickly could ANZ change their contact centre operation again if needed, in response to customer feedback or market shifts?
If they were using a Public Cloud Technology platform, the answer would be: only minutes.
Whilst the commercial benefits of Cloud are now widely understood, it’s the real time control elements that are gaining greater importance. Key operational elements such as Outbound Dialler Settings, IVR call routing, agent campaign allocation, adding new agents or changing scripts can all adjusted by teams working within the Cloud Contact Centre – in only minutes.
Within ipSCAPE, as we expand our business across Asia through local partners, we are finding that many Asian businesses see Cloud in the Contact Centre as a driver of competitive advantage – they can be faster to market with less cost and less risk.
More details about how the ability to make real time changes are accelerating sales for new ipSCAPE customer MYOB can be found at: http://ipscape.com.au/2014/02/myob-uses-ipscapes-cloud-technology-to-accelerate-sales-growth/
In the Asian Century, Australia is becoming Asian too. Ross Dawson, a recognised futurist, entrepreneur and friend of ipSCAPE, recently posted some interesting statistics on Australia’s increasingly Asian demographic, which could start to explain why Australian innovators like ipSCAPE are gaining strong traction in Asia’s high growth economy.
Ross explains that: “In 1996, there were just over 800,000 Asian-born Australians, around 4% of the population, while 15 years later in 2011 there were over 2.3 million Australians born in Asia, over 10% of the population. Until fairly recently much of Australian immigration came from UK and Ireland, New Zealand, and Europe. While these countries are still strongly represented, now immigration is coming far from countries such as China, India, and the Philippines”
This growing Asian demographic is certainly helping ipSCAPE’s Asia expansion. We have teams which can provide local language sales, delivery, service and support services from Australia and increasingly in individual countries – all key elements for successful domestic market growth.
It seems that the movement of Australian services offshore into the Philippines continues unabated. A recent article by the Courier Mail highlighted that about 4,500 Queensland jobs went offshore to the Philippines in 2013. The same article stated that IT entrepreneur and outsourcing guru Scott Linden Jones believes that over 25,000 Australian roles were exported to Philippines-based outsourcing companies last year, and predicted the figure would soar to 50,000 in 2014, not counting jobs being exported to India or China.
Publish Date: February 11, 2014 5:00 AM
We all know when the snow starts falling in the UK, the wheels stop turning – from planes, trains to automobiles – the white precipitation falling from the sky wreaks absolute havoc on transportation systems. And the UK isn’t alone: here in Australia, we’re used to extreme weather interrupting daily routines. From cyclones and floods, bush-fires blocking main roads, to the recent extreme heat blistering train tracks leaving commuters stranded.
During periods of significant disruption, those businesses in a position who can, often will, ask their employees to work from home. Historically, contact centres don’t fall into this category of business; meaning staff – using a wing and a prayer – need to get themselves into the office.
Whatever its cause, lateness and absenteeism can adversely impact contact centre operations and subsequently damage customer service and a business’s bottom line through extra-long queue times and rushed conversations owing to reduced staff levels.
For a contact centre, it’s not just about giving agents a lap top, phone and sending them home – or is it? Too any many contact centres are still relying on archaic on-premise technology, meaning if agents aren’t physically in the office, they can’t do their job and the business it its entirety, suffers.
But there’s no need for businesses to leak revenue during either planned or unplanned interruptions. Our customers don’t worry about snow days, or any other event which prevents access to the call centre. When all you need is an internet connection and a phone in your hand to get on with your job as an agent – business continues, without interruption, wherever you are.
And it isn’t just weather extremes that could result in a business deciding to send agents home to continue with their inbound or outbound contact centre efforts. Only today we saw an example of this scenario, when a customer’s contact centre was hit by a power outage. The back-up electricity supply took over and agent had 30 minutes to head home, log onto the same software and interface they use in the office via an internet browser and continue their roles – all the while keeping the wheels of the business turning seamlessly.
Publish Date: January 24, 2014 5:00 AM
Globally, ITO (IT Outsourcing) and BPO (Business Process Outsourcing) are experiencing ongoing growth – especially in the current economic climate where cost-minimisation has become so critical. Due in large part to the lower cost of people resource, Asia continues to lead the world as a centre for outsourcing with different countries now beginning to specialise and differentiate their offers:
In the past, outsourcers have tied clients into long contract periods – mainly because of the lead time and requirement needed to provision infrastructure and people-resource. The industry was cumbersome and could not attain the levels of responsive service that clients increasingly expected and demanded. Long lock-in periods where companies are required to pay for resource even when not using it and slow turn-around times for introducing new or altered campaigns, or ramp up activities, now feel antiquated in this era of on-demand, consumer-driven service.
Outsourcing companies are eagerly engaging with new Cloud technologies which allow them to deliver the agile service their clients are demanding. With Cloud, gone are the long lead times to provision software. Service becomes agile, and customers only pay for what they need, when they need it – meaning long, committed and often expensive contracts can become a thing of the past.
World-class voice and data networks are essential for effective contact centre operations. Telstra Global’s new VCC service is an innovative cloud-based software solution combined with world-class voice and data networks, which enables BPO contact centres to buy a single end to end service which scales with business growth. Powered by ipSCAPE, VCC has just been implemented by one of Asia’s leading providers of Virtual Talent Services, Flat Planet. This enables global companies to contract with highly experienced, professionally trained staff based in another country. Agile, cost effective, world-class communications are a key enabler for Flat Planet’s Virtual Talent business as they facilitate high levels of customer service and reliability.
“Flat Planet needs to be able to respond quickly to changing customer needs and Telstra Global’s VCC public cloud infrastructure, supported by world class voice and data networks, means we can make changes to campaigns and projects faster than the competition. In summary VCC puts the control of the technology where it should be – back into the hands of the business.
“This type of public cloud innovation blended with the reliability of Telstra Global’s network and hosting services is an unbeatable combination.”
For the full press release click here.
Publish Date: April 17, 2013 5:00 AM