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Industry Research : Personalisation, Analytics to Change Call Centres

#contactcenterworld, @didatamea

Personalisation of services, enabled by analytics, will be the top trend to change the contact centre industry within the next five years.

This is according to the 2016 Dimension Data Contact Centre Benchmarking Report, which surveyed 1 320 organisations in 81 countries across Asia Pacific, Australia, the Americas, Europe, Middle East and Africa, across 14 industry verticals, on trends driving the contact centre industry.

The study notes the power of data analytics is helping organisations offer an enhanced choice tailored to the customer to deliver a more personalised customer experience.

Already, 23% of respondents can offer a customised experience based on the information and analytics they have about their customers, it adds.

The survey says small data analysis will lead organisations to big ideas on how to ‘get personal' with customers.



Moreover, deeper analytics will empower organisations to identify opportunities that pre-empt customer needs, and use automation to proactively personalise services, it adds.

"In the last 12 months, we saw some elements associated to tailoring of mass services, such as customer profiling and channel prioritisation, treble due to improved analytics," says Rob Allman, Dimension Data group principal director, customer experience and collaboration.

The study says if applied effectively, analytics will revolutionise the future of customer experience and differentiate services from competitors.

Although the impact of data analytics hasn't yet been experienced fully in the contact centre industry, the next three years promise to bring a revolution in data-driven customer experience, says the report. The challenge for organisations is to engage with this change and define an outcome, it adds.

"Most organisations already know everything about their customers, such as their buying habits, demographics and age. By applying that information appropriately, they could be using the analytics to target the right people, with the right products, at the right time," says Sandra Galer, consulting director at Merchants.

"What this means for consumers is that you don't get random calls offering you irrelevant products. Your service providers know exactly who you are, what products and services you already have and what you are likely to want next."

Galer notes organisations that are not actively mining customer data and using that to support business decisions are missing out on valuable opportunities.

"They are also putting themselves at risk of not providing their customers with what they actually want and could lose those customers to competitors."

Darren Arnold, strategy director at Merchants, believes customer experience will ultimately be the only differentiator in certain industries.

"For mature markets, like banking, where every other aspect of the service is starting to converge and the products and costs are fundamentally similar across the service providers, one of the only differentiators there is the experience you provide your customer when they are interacting with you."

Therefore, enabling agents to provide an extraordinary customer experience through using technology is crucial, says Arnold.

According to a 1 Stream report, in the South African contact centre industry, data analysis is becoming a key trend, with call centre executives wanting better tools to understand what is happening.

"The contact centre environment is one that is heavily influenced by changes in the technology landscape. This in itself is putting decision-makers under pressure to adapt their strategies in ways that cater for a more dynamic market landscape," it states.

#contactcenterworld, @didatamea

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.itweb.co.za/index.php

Today's Tip of the Day - Memorable Numbers?

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

Published: Wednesday, August 17, 2016

Printer Friendly Version Printer friendly version

2021 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481

2.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

3.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

4.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

5.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

6.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

7.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

8.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

9.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445

10.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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