17 May 2018

How Gamification Supercharges Employee Performance in the Contact Center

Written by Danielle Wong, Posted in Contact Center, ComputerTalk, Unified Communications

First thing’s first: What is gamification?

According to Gartner, "gamification is the use of game mechanics to drive engagement in non-game business scenarios and to change behaviors in a target audience to achieve business outcomes." By applying activities and this game thinking methodology to the workplace, this can lead to greater contact center results, benefitting both employees and the organization itself. Through leaderboards, points, challenges, and incentives, gamification can help motivate and engage contact center users. For users to be successful in their role, employee motivation is a crucial component to deliver the best experience for their customers.

What is the value of implementing gamification in your contact center?

When implementing new strategies in organizations, the questions always asked are: Is it worth it and how will we measure success? To determine the return on investment, gamification involves tracking key performance indicators (KPIs) of contact center employees during their shifts. Some examples of KPIs that are measured include the average time contacts spend in queue, the average speed of answer, first contact resolution, total call duration, etc. These KPIs differ from organization to organization, but the metrics are utilized to motivate agents to improve performance by reaching goals and competing against each other.

How will this benefit the organization?

One of the benefits of implementing a gamification strategy in your contact center is improved employee performance. If agents perform well, then the company performs well. Consequently, this leads to organizational growth with their people, products, and service.

02 April 2018

Physical Cybersecurity in the Contact Center

Written by Nicole Robinson, Posted in Contact Center, Unified Communications

 

Modern businesses are obsessed with cybersecurity. And with good reason. By 2021, the damage caused by cyber crime will exceed $6 trillion annually.

You’d be crazy not to protect your business from cyber attacks. We are so concerned, however, with protecting ourselves that we forget about the most vulnerable target of all: humans. Contact centers are extraordinarily susceptible to data breaches caused by human error.

Vulnerability in the Contact Center

Contact center agents use empathy to create successful and positive customer interactions. They frequently make concessions so that customers are left with positive feelings about the business. Customers know this, and they take advantage of it. Sometimes this manifests in relatively innocent ways, when a customer uses anger to score a discount on their phone bill. Many agents are tasked with making customers happy, so they will offer discounts, coupons or even product and service upgrades. The alternative manifestation, however, can be significantly more malicious.

Cyber Attacks Take a Physical Form

Imagine a customer calls in on behalf of their elderly parent. They claim that their parent just set up a phone plan with a new device. The elderly parent has forgotten their password, and the caller needs to login and configure their services. The customer apologizes, but seems exasperated and just wants to help their parent. An agent would imagine that helping this caller is a harmless endeavor, but the reality is much more sinister.

This caller is a type of cyber attacker that uses physical means and takes advantage of human error to steal sensitive information. Using a tactic called social engineering, the caller takes advantage of agents’ empathy, and use the power of conversation to gain access to the personal information of unsuspecting victims. This new type of cyber attack can’t be prevented with firewalls and encryption, so how do you protect your organization and your customers from this?

19 March 2018

The Personalized Contact Center Experience

Written by Martin Borowski, Posted in Contact Center, ComputerTalk, Unified Communications

In today’s digital world, customers expect flawless experiences across every touchpoint with your organization. The key to a flawless customer experience is relevance.

Your customers are looking for information and interactions that are relevant to them, and they don’t want all the fluff. The last thing they want to do is dig through webpages and IVR menus to find the right person or the right information. Relevance doesn’t just apply to information though. Customers also need relevance in the context of time, place, device and more.

The solution to the relevance problem is personalization. Personalization is the most powerful tool you can use to deliver a relevant experience for customers. At a high level, personalization consists of demographics and behavior. These two categories are then broken down into numerous data points that you will use to better understand the customer. In the digital age, this information is so readily available that we no longer ask the question “Why should I personalize?” The question now is “Why not personalize?

14 March 2018

4 Reasons Global Enterprise Need Cloud

Written by Martin Borowski, Posted in Contact Center, ComputerTalk

Many global enterprises choose to manage their own technology, and with good reason. When platforms like the contact center are serving thousands of employees and millions of customers worldwide, you can’t afford to miss a beat.

Many enterprises view self-managed, on-premises solutions as more reliable and easier to control. In reality, modern-day cloud solutions are as reliable as (sometimes more reliable than) on-premises solutions. Some of the benefits to the cloud are obvious, such as cost savings, no need to manage infrastructure and reliable high availability. However, when deciding between cloud and on-premises, there are more things for global enterprises to consider. Here are 4 compelling reasons why global enterprises need the cloud:

21 February 2018

Small contact center, big data

Written by Martin Borowski, Posted in Contact Center, ComputerTalk

Do you know how much data is generated by your contact center? The answer might surprise you. Even the smallest contact centers that field only 100s of calls per day are generating massive amounts of data.

Whether your contact center handles 100 calls per day, or 10 000 calls per day, you have a significant data source on your hands.It’s easy to collect data, but it is crucial that you know how to sift through it and, more importantly, how to use it.

Data sources

The contact center operates in an environment involving various internal and external stakeholders, as well as multiple channels. This means that the enormous amount of data entering the contact center is coming through a number of sources and in many different formats. Here are some of the most common data sources in the contact center:

  • Text-based transcripts, such as email, SMS, and IM
  • Voice call recordings
  • Screen recordings
  • IVR data, including menu choices and information entered
  • Queuing information, such as time spent in queue
  • Data from integration sources, such as a CRM
  • Manual input information from agents

As you can see, there is a significant amount of data flowing in and out of the contact center at all times, from a number of sources. The job of the contact center is to collect all of that information, and to provide tools to optimize business processes by understanding the data. How are you using your data?

12 February 2018

Empowering contact center agents with AI

Posted in Contact Center, ComputerTalk, Technology

Every minute, your contact center generates massive amounts of data, as information flows between your customers and your organization. The contact center serves as a tool to manage this data and use it to provide customer service.

By managing the enormous amount of data, the contact center can provide insights into your customer journey to optimize your services. These insights empower agents to provide more effective and efficient service to customers. The challenge in leveraging this significant data source is in its volume. How can you sift through all of the information to find the key insights and draw accurate conclusions about your customer experience? That’s where AI comes in.

Your agents already have access to a wealth of customer information through CRM integration. This helps them provide effective, personalized service, and to solve problems quickly. Customer-specific information is important, but many insights can be gained by looking at the overall contact center. This holistic view is made possible with AI. Integrating AI into your contact center allows you to take massive data sets and distill them down into specific insights, in real time. This allows agents to receive recommendations to improve customer service while they are assisting customers. Combining customer-specific information with general insights creates a powerful experience.