The modern contact centre: how AI and technology is shaping customer service
Customer service is changing beyond recognition. Traditional call centres are losing value and appeal for consumers forced to endure long waits, hold times and insufficient service. Now, new and improved corporate communication solutions are changing the face of modern customer service.
In fact, more organisations are placing digitally-enabled solutions, such as AI-powered chatbots, at the core of their communications strategy. According to recent Oracle research, more than three quarters of brands are expected to leverage AI capabilities for customer service by 2020. Accenture has estimated that the introduction of AI will increase business productivity by up to 80% by 2035.
And it’s easy to see why. Through implementation of AI solutions, organisations can not only build more personalised, immediate and intuitive communication experiences, they can also dramatically boost the efficiency of their contact centres by providing their agents with more insightful direction. Further, the information gained about customers as well as agents in the process, provides powerful insight into chosen strategies and the performance of a company.
As the advantages of implementing modern solutions are simply too powerful to ignore, cloud communication providers are constantly working on improving cloud-scale programmable solutions; and the sophistication of features is already showing why customer service is one of the business functions expected to benefit most from AI.
Voice bots as a first point of contact
Modern contact centres need to properly address the increasing demands of their customers. From avoiding long hold and wait times, to directing customers to the appropriate representative without having to speak to several agents, customer expectations are constantly evolving.
Thanks to natural language processing and rules-based systems, AI can detect certain words to determine what exactly is needed. Voice-enabled bots can provide real-time data to provide contextually relevant answers, and subsequently transfer the customer to the most qualified live agent. Not only can voice bots provide customers with sufficient self-service options to handle less complicated requests, they also free up resources, providing agents with more time to handle complex issues.
Simply put, bots are great at executing simple requests and carrying out programmed tasks, but their abilities decrease with the increasing complexity of requests. After all, some questions simply cannot be resolved without the help of an agent. On top of that, we’re still human and crave advice and help when making a decision; the personal touch of talking to someone on the phone can’t be replaced by texting, messaging or voice-enabled bots.
While voice-bot technology can provide an excellent first point of contact as well as handling simpler requests, some customers will be reluctant to adopt modern technologies and prefer the convenience speaking directly to a representative of the customer care team. Some may prefer to wait in a queue than having to deal with impersonal voice bot technology. Thus, contact centres should always offer their customers a way to directly connect to a representative of their service team at any point of the call.
Sentiment analysis to address emotion
The best customer service starts with an understanding of a customer’s request, and then providing the very best guidance. However, in noisy and fast-paced contact centre environments, the subtle clues of a customer’s dissatisfaction can easily be misheard or misunderstood. On top of that, customers’ expectations are constantly increasing as they’re looking for faster and more efficient solutions to handle requests.
To help contact centres properly tackle this challenge, real-time sentiment analysis can be a powerful tool to prevent deterioration of customer-agent relationships. This programmable feature provides agents with real-time insight on their customer’s experience, indicating how satisfied or unsatisfied the customer is throughout the conversation. Based on this insight, agents can rapidly change their approach, and adjust their tone and messaging.
Most importantly, the integration can be used to notify a superior if a certain thresholds are crossed, allowing them to intervene when necessary and save time and energy for both the agent and customer.
Split recording to avoid audio ambiguity
By implementing split recording, businesses can make a significant step towards better understanding the requests of their customers, as well as making sure new information is actionable. When calls are recorded in mono, only the human ear can manage to differentiate the participants based on the unique sound of their voices, but when it comes to machines, it’s simply not that easy.
Split recording tackles this issue by recording both participants in stereo, in two different channels: one creates a recording of what the participants hears, and the other channel records what the participant says. This feature is especially helpful when participants accidentally speak over each other.
With this clear distinction of channels, the playback is not only easier for machine to understand, but also the agent as well. Further, if businesses use transcription services, the resulting transcripts will be much more accurate and provide actionable insights. Additionally, recordings and transcripts can be used to better analyse a company’s customer service strategy. Larger companies can leverage this information to address the competency of their teams and clearly identify which agents need better training or support.
Programmable contact centre solutions can provide a powerful solution for businesses looking to improve their customer service and differentiate themselves from competitors. While we’re already leveraging AI’s potential in many ways, by integrating these tools, the next wave of advancement will undoubtedly provide stakeholders even more tangible benefits.
Industry: unified communication news
- IAM Product/ Project Manager
- Upto €80,000 plus benefits
IAM product/project manager is need for this expanding service provider to help develop their IAM (CIAM) strategy roadmap. This role will have two main functions, to work between the front end digital team and the backend IAM development team to ensure that the current deployment of the solution runs smoothly and is fit for purpose, the Second function is to look at the business’ future digital offerings and to understand how the IAM/CIAM solution will develop with the new digital strategy, you will be looking at the future technology and the ensuring the IAM solution is fit for purpose. The business is an agile environment and you will require agile experience. This is a great opportunity to help shape a key product within the future digital strategy of this expanding service provider. We are looking for someone with both IAM and strong product management experience Project management experience would be beneficial. If you are interested speak to Robert Anderton on 0044 (0) 7957 493501 and he will be able to discuss the role in more details IAM product/project manager is needed for this expanding service provider to help develop their IAM (CIAM) strategy roadmap. This role will have two main functions, to work between the front end digital team and the backend IAM development team to ensure that the current deployment of the solution runs smoothly and is fit for purpose, the second function is to look at the business’ future digital offerings and to understand how the IAM/CIAM solution will develop with the new digital strategy, you will be looking at the future technology and the ensuring the IAM solution is fit for purpose. The business is an agile environment and you will require agile experience. This is a great opportunity to help shape a key product within the future digital strategy of this expanding service provider. We are looking for someone with both IAM and strong product management experience Project management experience would be beneficial. If you are interested then speak to Robert Anderton on 0044 (0) 7957 493501 and he will be able to discuss the role in more details
- Cyber Incident Manager, Proactive planning and management. SC
Cyber Incident Manager, Proactive planning and management. Cyber incident Manager needed to join a large and complex business to help them prepare for a cyber related incidents. SC clearance will be required. Current or the ability to achieve. This role does not require specific current hands on technical Incident response experience, but this background would give a distinct advantage. The role has two key functions: to help the business prepare for an event and to steer them through when / if that happens. The Cyber Incident response managers role will include, but not be limited to; working with internal stakeholders to develop a security incident management plan along with its and supporting policies. Developing plans and implementing strategies on how incidents are detected, reported, assessed and responded to. Engaging with leadership teams both internal and external, proactively mapping out this large business to identify and engage the various other stakeholders and their teams. Build out and document incident scenarios and their processes, ensure incident management procedures are updated, playbooks and key training etc. You should have experience working with both internal teams and external suppliers. The role will also focus on liaising with the various teams to ensure the security incident response plan is delivered effectively. CCIM, GCIH, CIPR (NCSC-Certified Cyber Incident Planning & Response) Looking to interview immediately.
- SOC Manager. SC Clearance. Immediate opportunity.
Permanent SOC Manager. SC cleared / clearable, London / Birmingham. SOC Manager needed to replace a SOC contractor I placed into a client who is due to complete their assignment at the end of March. The ability to achieve SC clearance is essential. Looking for someone that is a blend of strategic stakeholder engagement with strong technical skills. The role will sit in a relatively new SOC environment. The position is to setup, implementation and management of resources to help with the initial and on-going stages of a new SOC. Experience engaging with and managing client stakeholder relationships as well as 3rd party relationships is critical. The role will involve; setting up, implementing and fine tuning the various initial stages of a SOC environment. Experience establishing and building out technical process / operational capability, managing of technical teams (analysts, engineers and architects, creation of policy / playbooks, fine turning is key. SPLUNK is the tooling of choice… Interviewing immediately. Set up a call with me today on https://calendly.com/chris-holt/arranged-call-with-chris-holt-soc-manager-role Direct contact details Chris.Holt@dclsearch.com or 07884666351
- Security engineer. Financial Services. UK. Permanent
CH7863 Security engineer. End User . Financial Services Security Engineer needed to monitor and manage a security suite of tools within an End User environment. The Security Engiener will be responsible monitoring, configuring, fine tuning, incident management and generally improving the security tool capability. Specific experience with CyberArk, Tripwire Log Center and Tripwire Enterprise is highly desirable). Current experience with Vulnerability management and penetration testing is highly desirable. Specifically the ability to effectively manage 3rd party pen tests. You will be working within a specialist security team reporting to the CISO. Experience working within an end user environment within financial services is highly desirable. Flexible location. This is an exclusive role to DCL Search & Selection. To book a call please use my Calendy link https://calendly.com/chris-holt/arranged-call-with-chris-holt-soc-role-