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"As it has in recent years, automation will keep reshaping customer service in terms blending artificial intelligence (AI) and intelligent agents (IA). Done well, they complement each other, with self-service segueing into a live agent when necessary. Right now, self-service works just fine for simple or routine requests, say less than a half dozen clicks, key strokes or voice commands. It’s when things become complex, where more sophisticated responses are required, that the value agents bring is appreciated. And being human, they are attuned at understanding nuances and reading situations where greater care is needed."
Working Solutions is a consultative business process outsourcer providing customer service, sales, support, and flexible business continuity.
Tapping into a vast network of enthusiastic brand assoc... (read more)Working Solutions is a consultative business process outsourcer providing customer service, sales, support, and flexible business continuity.
Tapping into a vast network of enthusiastic brand associates across the United States and Canada, our flexible business model enables us to provide customer service on several levels–from steady state for everyday business to ready state for unexpected events to future state for long-range projects.
"Technology which focuses on creating customer self-service experiences and can provide meaningful data to organizations to help them understand what customers use to service their own issues, when do they leave the self-service point of interaction and convert to another channel, what channel is it that they convert to and what can be done to improve the overall omni channel experience."
"Social Media, will indeed help the industry in every possible way to analyse new trends. Cloud computing will help in Improving business collaboration due to a standardized system between the BPO company and the client."
"In 2019 there will be a major shift in how analytics is used to look for more useful and actionable insight from customer data. Whilst sentiment analysis can be a useful tool, there are issues with its accuracy and it doesn’t predict anything on the whole. As Forrester and others have also noted, machine learning and AI text analytics will become a more powerful, alternative tool. This is because it classifies customer data by using actionable concepts and intent markers rather than basic keywords, giving a much clearer picture of the customer experience.
In 2019 there will also be more emphasis on contact centre data as a valuable source of unsolicited Voice of Customer data. Currently it’s a black hole and rarely analysed effectively, usually with very poor classification. Machine Learning can unlock complex sets of omnichannel interactions to understand what and why customers call, making it a key focus for contact centres in 2019."
Powerful, accurate, rapid and tunable machine learning for tagging conversations within contact centers.
Used for accurate insight and automation as well as for supervising chatbots.
"Database systems that relates to storing and maintaining customers basic and private information, is more so than ever at the risk of breach. Social platforms such as Facebook and others have had their share of breaches, butt more the contact centre industry. Security and measures for database privacy and its importance cannot be compromised thus the values of this must remain the forefront of any future planning, strategy and process. Technological security is a critical impact area, a core area of focus not only in the next 12 months but beyond as well."
AIA Bhd. is a leading insurer in Malaysia, where we have been privileged to do business since 1948. We offer a suite of financial solutions including Protection, Health, Personal Accident, Employee Be... (read more)AIA Bhd. is a leading insurer in Malaysia, where we have been privileged to do business since 1948. We offer a suite of financial solutions including Protection, Health, Personal Accident, Employee Benefits, General Insurance, Mortgage, Retirement and Family Takaful products to meet our customers’ protection and financial security needs at every life stage.
"We see AI/cognitive technology maturing to an extent where it will have a profound impact on contact centers in the coming year. AI/cognitive technology enhances other digital solutions such as self-service, chatbots, and analytics, thereby increasing the gains that can be derived out of these solutions. Customer data available to enterprises is expected to increase manifold due to the emergence of new sources of information such as social media and IoT. It will become challenging to generate meaningful insights without leveraging AI/cognitive solutions for both structured and unstructured data."
Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing... (read more)Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing their back- and middle-office business services. With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of global services in their pursuits to balance short-term needs with long-term goals.
"The technology that is showing the most promise in the contact center industry is artificial intelligence. It can be used to improve forecasting, routing, predictive analytics, customer self-service, operational effectiveness, and first contact resolution. These drivers will continue to build momentum in 2019 and beyond as leaders begin to demonstrate paradigm-shifting solutions, similar to what the industry experienced with the adoption of IVR technology."
"Bots (but, I think the bots are far from meeting the expectations of customers at complex customer services, as much as contact center, and this may be a recognization of contact center's importance.)"
Customer services provider of finance, insurance companies of Turkey.
Has 1450 employees at 3 sites.
30M+ customer interactions per year.
Founded by Isbank, a private bank of Turkey.
Aims... (read more)Customer services provider of finance, insurance companies of Turkey.
Has 1450 employees at 3 sites.
30M+ customer interactions per year.
Founded by Isbank, a private bank of Turkey.
Aims to meet best customer and employee experience.
Today's Tip of the Day - Think About Demotivating Your Staff
Co-Browsing Integration Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
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