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Article : What Was the Buzz at Customer Contact Week Vegas 2019?

#contactcenterworld, @brightpatternus

Author: Shelby Faris, Marketing Manager, Bright Pattern

This year Customer Contact Week celebrated 20 years of unforgettable conferences that bring together the world’s leaders in customer experience. The conference always provides attendees with amazing learning opportunities, networking options, and the chance to preview contact center technology. So what were people talking about this year? In this blog we’ll cover a few of the top buzzwords filling the halls at CCW Vegas 2019.

Omnichannel

"Omnichannel" has been a buzzword at industry events for several years now, but I still get the question, "What is the difference between multichannel and omnichannel?" This question shows that contact center professionals are still confused about the meaning and benefits of omnichannel. Simply put, multichannel contact centers have more than one channel, but the channels are siloed and do not provide a seamless customer experience. Omnichannel means the multiple channels you have work together, in a single agent desktop allowing both the agent and customers to transition between channels without missing a step or having to repeat information already explained.

Although many companies are trying to achieve seamless omnichannel support, IQPC and other contact center analysts like Gartner and Ovum predict that only 5–12% of companies can provide an omnichannel customer experience. Will 2019 finally be the year that contact center leaders start adopting omnichannel instead of just talking about it at industry events?

Ted Hunting, SVP of Marketing at Bright Pattern presented at CCW Vegas 2019 with "Creating and Measuring Great Omnichannel Customer Journeys." In the session, he explained that sometimes it is easiest to get over the omnichannel hurdle by first making sure your top two channels are omnichannel. For most businesses, the bulk of the contact center interactions come from the website and the phone. By making sure those two channels work seamlessly together you’ve finished the hard part. Then as you grow and add more channels, it is simpler to maintain omnichannel communications.

Quality Assurance

It is very important to maintain a desired level of quality in the contact center. Customer experience leaders use an array of metrics, KPIs, dashboards, and wallboards to keep staff performing at a high level and to analyze where there is room for improvement. Reporting capabilities, quality assurance, omnichannel reportsand quality management were also hot topics at the show.

The use of AI for automation has streamlined quality assurance in the contact center and more CX leaders are looking to adopt AI for speech/text analysis, omnichannel quality management, and sentiment analysis.

At CCW Vegas, Ted Hunting presented best practices for measuring omnichannel customer journeys. By tracking CSAT, NPS, and sentiment over all channels, you can pinpoint problem areas in the customer journey. It is also possible to use AI and other quality management tools to track interactions across different business units in your company. For example, a bank could track performance on new credit cards versus performance on mortgages to see where improvements can be made.

Bots

AI wasn’t only talked about for quality assurance automation, but also for creating bots. AI and bots stole the show as the topic of numerous interactive discussion groups and sessions (and not always for good reasons). 2018 was a big year for bot implementation, especially Facebook Messenger bots and web chatbots. And although there were great innovations made, several bots just didn’t make the cut and ended up providing a worse customer experience.

IQPC believes this is because businesses were looking to cut costs and reduce the number of agents instead of improving the customer experience. Brian Cantor of IQPC believes bots can be extremely successful and improve overall CSAT, but they must be customer-centric. For more information on how to build a customer-centric bot, read the latest IQPC report on chatbots, titled The State of Chatbots.

Some companies failed to implement bots, but others have succeeded and created an improved way to talk with their customers. Madison Reed implemented a Facebook chatbot that helps customers pick out their desired hair color, taking out all the guesswork. Alterra.ai created a travel bot that helps travelers plan and book trips, hotels, and excursions. A South African customer of ours even created a pizza chatbot where customers can send in a pizza emoji to order!

CCW Vegas 2019 was a great conference for the contact center industry, providing new ideas and innovative ways to improve the customer’s experience. Do these buzzwords match with your desired goals as a CX professional?

#contactcenterworld, @brightpatternus


About Bright Pattern Inc:
Company LogoBright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Monday, July 29, 2019

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2022 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

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.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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