Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Your Front is different than your Back - Jacada - ContactCenterWorld.com Blog

Your Front is different than your Back

As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual, digital and face-to-face.

Given the significant impact that notably back-office automation has made on productivity over the last five years, it’s natural for you to gather your management and broadly find AI and robotic process automation (RPA) applicability across operations, finance, sales, service, bricks-and-mortar and beyond. But will the RPA of old, that supports back-office processes well today, stand up to serve a customer-facing employee dealing with the angry mom, the stranded traveler or the confused claimant?

....NOTE - content continues below this message

INVITATION

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!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

A word of caution: your front is different than your back. Let’s take a restaurant as an example. The front of the restaurant is about making someone feel welcome, delivering the finished product, selling in the moment and offering a patron a clean and fun environment. If you’ve ever walked around to the back of a restaurant, you’d see the reality of all the food going in and the garbage going out.

But doesn’t the real magic happen in the kitchen? The chef would say yes; the host would say no. Both the “front of the house” and “back of the house” of a restaurant are important, but each has a different set of challenges to deliver an amazing experience.

Why the differences

The same is true today for customer-facing automation used to drive digital self-service and serve employees in the contact centre. These tools enable agents to find answers, solve problems and complete sales quickly, accurately and to the customers’ satisfaction. But the back office handles the processing of customers’ issues, like inquiry forms, service and sales orders and documentation, like loan and mortgage applications that takes longer and are more involved to handle.

Typically integrating a few systems to solve a workflow or automating a task in the back-office won’t make your agents happier or more productive, just like a new oven or dishwasher will not help the waitstaff. The same is true for poorly designed virtual assistants (VAs), (euphemistically referred to as chatbots), which the equivalent in restaurants may be the table or mobile point of sale terminals. These VAs often plague customer journeys with dead-ends and certainly NOT a path to front-office employees. Now isn’t the time to open the back-office RPA toolkit and automate like before.

There are two main reasons why your front is different than your back. Firstly, at Jacada we often see a dozen or more systems for integration while engaging in a back-office project. But if you have 10, 20, 30, even 40 running applications on a contact centre agent desktop, you’re not alone. There is plenty of digital debt on the desktop of your average agent, and most applications can’t be or aren’t ready for replacement. The same is true for VAs: dozens of systems are often required to make a great experience. But the time for attended RPA to step in and collaborate is now! Yes now, and not after we migrate to “insert new CRM vendor here” or “rip out that old tool Larry made last year.” Digital debt will live on in some cases and because the front is different than the back, look to use well-designed contact center automation to drive quick wins and increase agent engagement.

Second, back-office systems rarely speak, truly speak. Customers and agents speak all day long. Creating automation with conversational flow, grounded on natural language processing (NLP), is often more than what traditional RPA can handle. Instead, delight customers by creating good conversations in digital self-service that will transition to an agent seamlessly. Often these systems cannot provide the emotion needed for the front-office, like empathy. In addition, customers interacting with the VAs expect faster transaction handling, satisfaction via one step resolution and most importantly, a pleasant customer service experience.

Connecting the front and back

The human body will not work unless the front and back function as one. The same with business operations, whether restaurants or contact centres. They must be seamlessly connected to provide an excellent customer experience. Do so and your customers and your staff will thank you.

Regardless of your digital debt, keep your customer dialogues conversational, guide your agents and create seamless self-service journeys. Savvy contact centres are reaping the benefits of AI and automation tools designed specifically for them to transform complex desktop environments into intelligent solutions for their employees. Remember that traditional back-office RPA is powerful; however, attended RPA in the front-office should provide design-once, end-to-end and low-code for both agent-assisted interactions and self-service.

So, the next time you visit your favourite restaurant, think of all the automation that makes the entire restaurant run smoothly. And just like a restaurant, you will have systems and processes that span the front and back of your organization. Always keep your customer and agent-facing experiences a high priority. These experiences are the faces and “front doors of your brand”. Protect them. Serve them up well. Deliver them on a silver platter if you need to. Because in many cases, it’s our people who save us when the fish is bad, the wine is too warm, or the table is wobbly. Remember to tip your waiter and always remember that your front is different than your back.

Matthew Storm is Vice President, Marketing, Jacada (www.jacada.com).

Source: http://www.jacada.com/blog/your-front-is-different-than-your-back

Publish Date: June 6, 2019 5:00 AM


2020 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

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.
PH: +1 (512) 333 4634

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from Jacada

Recent Blog Posts:
5 Ways Intelligent Automation optimizes customer AND agent experienceOctober 18, 2019 5:00 AM
What's a Multimodal Customer Experience?October 15, 2019 5:00 AM
Why Isn't Natural Language Understanding...Natural?August 29, 2019 5:00 AM
Interactive Video: The Rise of RPA Bots in Customer ServiceAugust 28, 2019 5:00 AM
Your Front is different than your BackJune 6, 2019 5:00 AM
Obstacles Contact Center Agents Come Across During InteractionsMay 23, 2019 5:00 AM
Smart Solutions Resolve Call Center Operational IssuesMay 21, 2019 5:00 AM
Companies Push for Digital to Enhance Customer JourneyMay 16, 2019 5:00 AM
Companies Use AI to Enhance Customer Service ExperienceMay 14, 2019 5:00 AM
Has Intelligent Assistance entered the trough of disillusionmentApril 11, 2018 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 251 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =