The survey found that:
1. Remote working has benefited contact centers in areas like communication, engagement, service quality and workforce management for most centers. Employee well-being saw the biggest benefits.
2. Over half of contact centers are still offering social events for agents despite the pandemic, often virtually, to prevent isolation. Popular initiatives included multiskilling, knowledge champions and buddying agents.
3. Many contact centers rushed to install virtual assistants when the pandemic hit, with uptake increasing over 100% from last year, likely due to increased volumes. Knowledge base technology also rose significantly.
4. Customers have become more demanding, with 37.2% of professionals saying this has impacted their operations as sympathy has
Top 4 Cloud Contact Center Trends To Watch In 2021Anjani Vigha
Cloud Contact Center Industry is one that is growing day in and out in terms of trends and technologies. Here are 4 contact center trends to watch out for in 2021
Top 10 Trends in CX-Customer Experience Transformation [Updated 2020]Mobinius Technologies
Technologies are developing at a very rapid rate, and their advancements depend largely upon the customer experience transformation. When the customers start giving their reviews on various products, brands know how to improve their performance so that the customers remain intact with their company. According to a source, around 40% of digital analytics will comprise of the user or customer experience.
https://www.mobinius.com/blogs/cx-customer-experience-transformation-trends
These slides were presented in October 2012 to accompany the launch of Flexible Contact Center, an international cloud-based and multimedia contact center solution. More at: http://oran.ge/XZwqsr
Check 5 trending technologies for building an omni-channel customer service environment. They are working in tandem to deliver a unique and superior customer experience, leveraging the AI.
REVOLUTIONIZE CUSTOMER INTERACTIONS WITH CONVERSATIONAL AIEnterprise Bot
The document discusses how conversational AI can help businesses revolutionize customer interactions by leveraging AI to automate repetitive tasks, provide personalized responses in real-time, and empower agents to focus on more complex queries. It outlines the current problems with traditional customer support like long wait times and lack of access to customer data, and how conversational AI solutions from Enterprise Bot like chatbots, emailbots and voicebots can address these issues through advanced natural language processing.
Luxembourg 2019 market pulse survey for insuranceAccenture BeLux
The Luxembourg insurance industry, often shackled by tradition, is on the precipice of change. It is now perfectly positioned to capitalize on an energized customer-base seeking greater affinity and new services.
This is the key finding of the 2019 Luxembourg Insurance Market Pulse Survey (MPS), the first of its kind in the country. Jointly developed by Accenture and Bâloise Luxembourg, it surveyed more than 1000 respondents on 25 questions across six categories, ranging from ‘Satisfaction’ to ‘Omni-channel Experience’.
Ottspott Connect – The UI-fication of CPaaS, Luis Borges Quina, TADSummit 2018Alan Quayle
Ottspott Connect – The UI-fication of CPaaS
Luis Borges Quina, CEO ottspott
Ottspott Connect is a Chrome widget (extension) which allows existing phone systems (cloud or open source) to connect, automate tasks, and update multiple data sources (CRM and ERP).
For users we keep the simplicity of not having to make complex integrations and provide an easy to use UI.
We’ll discuss the new trend of building out of CPaaS targeted services which save huge time and money and can be immediately used. The “UI-fication of cPaaS”. Which basically is a mix of Telecom features brought through an UI to end users.
With Ottspott Connect we can also use CPaaS add-ons for call recording, call transcription, who could then be analyzed in voice analytics/AI tools.
Top 4 Cloud Contact Center Trends To Watch In 2021Anjani Vigha
Cloud Contact Center Industry is one that is growing day in and out in terms of trends and technologies. Here are 4 contact center trends to watch out for in 2021
Top 10 Trends in CX-Customer Experience Transformation [Updated 2020]Mobinius Technologies
Technologies are developing at a very rapid rate, and their advancements depend largely upon the customer experience transformation. When the customers start giving their reviews on various products, brands know how to improve their performance so that the customers remain intact with their company. According to a source, around 40% of digital analytics will comprise of the user or customer experience.
https://www.mobinius.com/blogs/cx-customer-experience-transformation-trends
These slides were presented in October 2012 to accompany the launch of Flexible Contact Center, an international cloud-based and multimedia contact center solution. More at: http://oran.ge/XZwqsr
Check 5 trending technologies for building an omni-channel customer service environment. They are working in tandem to deliver a unique and superior customer experience, leveraging the AI.
REVOLUTIONIZE CUSTOMER INTERACTIONS WITH CONVERSATIONAL AIEnterprise Bot
The document discusses how conversational AI can help businesses revolutionize customer interactions by leveraging AI to automate repetitive tasks, provide personalized responses in real-time, and empower agents to focus on more complex queries. It outlines the current problems with traditional customer support like long wait times and lack of access to customer data, and how conversational AI solutions from Enterprise Bot like chatbots, emailbots and voicebots can address these issues through advanced natural language processing.
Luxembourg 2019 market pulse survey for insuranceAccenture BeLux
The Luxembourg insurance industry, often shackled by tradition, is on the precipice of change. It is now perfectly positioned to capitalize on an energized customer-base seeking greater affinity and new services.
This is the key finding of the 2019 Luxembourg Insurance Market Pulse Survey (MPS), the first of its kind in the country. Jointly developed by Accenture and Bâloise Luxembourg, it surveyed more than 1000 respondents on 25 questions across six categories, ranging from ‘Satisfaction’ to ‘Omni-channel Experience’.
Ottspott Connect – The UI-fication of CPaaS, Luis Borges Quina, TADSummit 2018Alan Quayle
Ottspott Connect – The UI-fication of CPaaS
Luis Borges Quina, CEO ottspott
Ottspott Connect is a Chrome widget (extension) which allows existing phone systems (cloud or open source) to connect, automate tasks, and update multiple data sources (CRM and ERP).
For users we keep the simplicity of not having to make complex integrations and provide an easy to use UI.
We’ll discuss the new trend of building out of CPaaS targeted services which save huge time and money and can be immediately used. The “UI-fication of cPaaS”. Which basically is a mix of Telecom features brought through an UI to end users.
With Ottspott Connect we can also use CPaaS add-ons for call recording, call transcription, who could then be analyzed in voice analytics/AI tools.
A Brief Introduction to a Digital Experience Platform (DXP)Pimcore
As the need for customer-oriented and context-optimized experiences come to the fore, web content management systems pave the way for integrated digital experience platform (DXP) solutions, for superior flexibility, agility, personalization, and cross-channel delivery. Here are 6 key steps that go into building a DXP: Read more http://bit.ly/2lS4bm3
Highlights from the Voices.com 2021 Trends ReportVoices
We leveraged internal data and surveyed over 1,000 of our clients, in industries ranging from advertising, education, media, entertainment, technology, and more, to uncover trends that emerged in 2020 and to explore the trends that will stick around for 2021.
This report contains:
- The four biggest trends impacting creative services industries right now
- Insights into how 2020 and the COVID‑19 pandemic shaped the future of work and accelerated change in digital transformation, content strategies, and the rise in voice technologies
- Our top four predictions for 2021
Read more: https://www.voices.com/company/press/reports/2021-annual-trends-report
Communications advances are touching every industry and enabling new ways of connecting people. Video is becoming more integral to daily life as people interact in richer ways. Businesses are using real-time analytics of customer conversations and social media to fine-tune customer experiences. Organizations also face decisions around public versus private clouds and whether to use managed communications services. The integration of unified communications and mobility is expected to further boost productivity.
This document provides an overview of RightNow's Web Experience Solution for providing self-service customer support through a branded online portal. It discusses challenges with customer support over phone and email, and how the RightNow solution allows companies to provide support through their website using features like FAQs, search, links to live support channels, and a customizable interface. Case studies are presented showing how various companies were able to improve customer satisfaction, reduce costs, and increase sales through implementing RightNow's web self-service solution.
COVID-19 has put cloud contact center, otherwise known as Contact Center as a Service (CCaaS), in the spotlight. Even before COVID-19, CCaaS was experiencing explosive growth. There are several significant apparent and not-so-apparent shifts that have CCaaS “trending.” In this presentation, we outline those reasons and help you understand why CCaaS may be your next move to the cloud.
Financial Disruptors & their effect on Customer Service - HKLiron Golan
The document discusses the effects of financial disruptors on customer service. Key points include:
- Customer expectations and demands are increasing due to new technologies, demographics, and channels. Consumers now expect immediate, personalized, and mobile-first service.
- Most customers use an average of 5.8 channels for their needs, requiring seamless omni-channel experiences. However, many customer inquiries are not resolved on the initial channel.
- Customer satisfaction surveys found voice support is the lowest rated channel, and 40% of calls to agents do not achieve successful resolution.
- Financial regulators are increasing scrutiny with stricter audits and regulations. Digital transformation is also forcing changes, including analytics, automation
Value Creation and Customer Experience Management in Mobile VAS for an Enhanc...Ali Saghaeian
Some of the topics covered in this slide deck:
Mapping the Customer Experience and creating Value
Customer experience as an ecosystem play
Top business and process challenges for customer experience programs
Deepen engagement over the lifecycle of the customer
Importance of Self Service in better customer experience
Objectives for Customer Experience Management (CEM)
Comparing Traditional Customer Service vs. Next Gen Proactive Support
How conversational voice ai is reshaping the banking industry finalAgara
AI-powered, autonomous voice bots, based on conversational voice AI technology, empower banks to provide personalized, frictionless banking experiences, drive customer loyalty and profitability, and optimize operational efficiency.
Find out how banking leaders responsible for growth, CX, and customer service innovation are looking to leverage autonomous voice bots to elevate their phone support.
Mastering Code Halos Using Digital Insights to Drive Customer ExperiencesCognizant
Innovators recognize that every interaction with every
person and every thing now creates a trail of data — and
they’ve mastered the ability to harness it. Every click, browse,
download, share, transaction and device transmission
enables them to understand, and subsequently monetize,
relationships in ways never before possible.
CIO Review - 20 Most Promising Contact Center Technology Solution Providers 2...VanillaSoft
VanillaSoft is recognized as one of the 20 Most Promising Contact Center Technology Solution Providers for 2014. It provides an outbound contact center software that enables thousands of inside sales teams to improve performance. VanillaSoft's queue-based routing technology keeps prospects and leads engaged between phone calls by integrating tools like scripting, data collection, and email automation. The company focuses on increasing productivity and call quality for outbound contact centers through its robust feature set and customer support.
NICE is the worldwide leader in software solutions that capture and analyze structured and unstructured data from multiple sources in real time, including phone calls, emails, social media, and video. NICE solutions help over 25,000 organizations in more than 150 countries improve customer experience. NICE customer engagement solutions help organizations address challenges like empowered customers who use multiple channels, large amounts of customer data from those channels, and retaining millennial employees.
Looking at improving team productivity? Keen to reduce travel cost and efforts? Worried about information security? Unable to collaborate with remote teams?
Which factors really impact team productivity? Which collaboration solutions should I deploy?
This presentation answers all these nagging questions and more. Replete with facts and figures, you will be easily able to relate to the day to day business problems, and how an effective collaboration solution can significantly enhance team productivity.
---
Check out our cloud email and collaboration solution for the smart business, Mithi SkyConnect, which is trusted by a growing list of 500,000 business users worldwide: https://www.mithiskyconnect.com/
Mithi SkyConnect can help your team become more productive. Start your free trial today (no credit card required): https://goo.gl/K7elS4
---
Visit our blog to stay updated with the latest news on cloud email and collaboration for the smart business:https://www.mithiskyconnect.com/blog
---
Connect with us:
Twitter: https://www.twitter.com/MithiSkyConnect
Facebook: https://www.facebook.com/MithiSkyConnect
LinkedIn: https://www.linkedin.com/company/mithi-software-technologies-pvt--ltd-
Digital readiness for customer experience in the airline industry - AccentureClement Quek
Most airlines have a clear vision for using digital technology to improve customer experience. But they lack the know-how and talent to bring the vision to life.
This Accenture report examines the disruptive impact of digital technology on the airline industry with a focus on customer experience.
The findings are based on in-depth interviews with 25 airline senior executives throughout the world.
7 features of successful on demand apps, even after covidAResourcePool
Made by tech business visionaries, On-Demand Apps are intended to supply forefront consumer loyalty and experience. These applications, and the brands that use them, have only one message for their shopper – you need it, we get it to you – NOW.
Beyond The Hype: Contact Center AI That WorksAggregage
To say that there has been a lot of hype around AI is an understatement. If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! However, only 4% of respondents said they had even deployed AI, let alone get business benefits from it, according to a Gartner survey. Barriers to adoption include identifying use-cases, getting and sustaining funding, formulating a strategy, and lack of staff skills. Want to know how to overcome these impediments, and succeed with AI in 2019? Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”. You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI.
NEC's Top 10 Strategic Smart Enterprise Drivers 2022InteractiveNEC
Digital Transformation is recreating business models, changing the way customers and employees function and
altering whole industries. Social and business values surge when people, devices, and resources are connected.
With the COVID-19 pandemic a further catalyst, organizations worldwide are embracing digital transformation
to manage rapid organization-wide changes in support of business continuity, remote working, and dynamic
service delivery.
Join Brian Morin, CMO, and Phillip Fisher, CX Consultant as they discuss how IVA (intelligent virtual assistants) powered by advanced speech recognition and natural language processing are replacing the traditional IVR with “How can I help you today,” instead of “Press 1” and helping customers self-serve common requests.
New Standard for Customer Contact Performance
The world of customer contact was already changing dramatically. New channels were altering the way brands interacted with customers.
Automation was redefining the role of customer
engagement employees.
Cloud solutions and generational shifts were reshaping conceptions
about the traditional contact center environment.
A Brief Introduction to a Digital Experience Platform (DXP)Pimcore
As the need for customer-oriented and context-optimized experiences come to the fore, web content management systems pave the way for integrated digital experience platform (DXP) solutions, for superior flexibility, agility, personalization, and cross-channel delivery. Here are 6 key steps that go into building a DXP: Read more http://bit.ly/2lS4bm3
Highlights from the Voices.com 2021 Trends ReportVoices
We leveraged internal data and surveyed over 1,000 of our clients, in industries ranging from advertising, education, media, entertainment, technology, and more, to uncover trends that emerged in 2020 and to explore the trends that will stick around for 2021.
This report contains:
- The four biggest trends impacting creative services industries right now
- Insights into how 2020 and the COVID‑19 pandemic shaped the future of work and accelerated change in digital transformation, content strategies, and the rise in voice technologies
- Our top four predictions for 2021
Read more: https://www.voices.com/company/press/reports/2021-annual-trends-report
Communications advances are touching every industry and enabling new ways of connecting people. Video is becoming more integral to daily life as people interact in richer ways. Businesses are using real-time analytics of customer conversations and social media to fine-tune customer experiences. Organizations also face decisions around public versus private clouds and whether to use managed communications services. The integration of unified communications and mobility is expected to further boost productivity.
This document provides an overview of RightNow's Web Experience Solution for providing self-service customer support through a branded online portal. It discusses challenges with customer support over phone and email, and how the RightNow solution allows companies to provide support through their website using features like FAQs, search, links to live support channels, and a customizable interface. Case studies are presented showing how various companies were able to improve customer satisfaction, reduce costs, and increase sales through implementing RightNow's web self-service solution.
COVID-19 has put cloud contact center, otherwise known as Contact Center as a Service (CCaaS), in the spotlight. Even before COVID-19, CCaaS was experiencing explosive growth. There are several significant apparent and not-so-apparent shifts that have CCaaS “trending.” In this presentation, we outline those reasons and help you understand why CCaaS may be your next move to the cloud.
Financial Disruptors & their effect on Customer Service - HKLiron Golan
The document discusses the effects of financial disruptors on customer service. Key points include:
- Customer expectations and demands are increasing due to new technologies, demographics, and channels. Consumers now expect immediate, personalized, and mobile-first service.
- Most customers use an average of 5.8 channels for their needs, requiring seamless omni-channel experiences. However, many customer inquiries are not resolved on the initial channel.
- Customer satisfaction surveys found voice support is the lowest rated channel, and 40% of calls to agents do not achieve successful resolution.
- Financial regulators are increasing scrutiny with stricter audits and regulations. Digital transformation is also forcing changes, including analytics, automation
Value Creation and Customer Experience Management in Mobile VAS for an Enhanc...Ali Saghaeian
Some of the topics covered in this slide deck:
Mapping the Customer Experience and creating Value
Customer experience as an ecosystem play
Top business and process challenges for customer experience programs
Deepen engagement over the lifecycle of the customer
Importance of Self Service in better customer experience
Objectives for Customer Experience Management (CEM)
Comparing Traditional Customer Service vs. Next Gen Proactive Support
How conversational voice ai is reshaping the banking industry finalAgara
AI-powered, autonomous voice bots, based on conversational voice AI technology, empower banks to provide personalized, frictionless banking experiences, drive customer loyalty and profitability, and optimize operational efficiency.
Find out how banking leaders responsible for growth, CX, and customer service innovation are looking to leverage autonomous voice bots to elevate their phone support.
Mastering Code Halos Using Digital Insights to Drive Customer ExperiencesCognizant
Innovators recognize that every interaction with every
person and every thing now creates a trail of data — and
they’ve mastered the ability to harness it. Every click, browse,
download, share, transaction and device transmission
enables them to understand, and subsequently monetize,
relationships in ways never before possible.
CIO Review - 20 Most Promising Contact Center Technology Solution Providers 2...VanillaSoft
VanillaSoft is recognized as one of the 20 Most Promising Contact Center Technology Solution Providers for 2014. It provides an outbound contact center software that enables thousands of inside sales teams to improve performance. VanillaSoft's queue-based routing technology keeps prospects and leads engaged between phone calls by integrating tools like scripting, data collection, and email automation. The company focuses on increasing productivity and call quality for outbound contact centers through its robust feature set and customer support.
NICE is the worldwide leader in software solutions that capture and analyze structured and unstructured data from multiple sources in real time, including phone calls, emails, social media, and video. NICE solutions help over 25,000 organizations in more than 150 countries improve customer experience. NICE customer engagement solutions help organizations address challenges like empowered customers who use multiple channels, large amounts of customer data from those channels, and retaining millennial employees.
Looking at improving team productivity? Keen to reduce travel cost and efforts? Worried about information security? Unable to collaborate with remote teams?
Which factors really impact team productivity? Which collaboration solutions should I deploy?
This presentation answers all these nagging questions and more. Replete with facts and figures, you will be easily able to relate to the day to day business problems, and how an effective collaboration solution can significantly enhance team productivity.
---
Check out our cloud email and collaboration solution for the smart business, Mithi SkyConnect, which is trusted by a growing list of 500,000 business users worldwide: https://www.mithiskyconnect.com/
Mithi SkyConnect can help your team become more productive. Start your free trial today (no credit card required): https://goo.gl/K7elS4
---
Visit our blog to stay updated with the latest news on cloud email and collaboration for the smart business:https://www.mithiskyconnect.com/blog
---
Connect with us:
Twitter: https://www.twitter.com/MithiSkyConnect
Facebook: https://www.facebook.com/MithiSkyConnect
LinkedIn: https://www.linkedin.com/company/mithi-software-technologies-pvt--ltd-
Digital readiness for customer experience in the airline industry - AccentureClement Quek
Most airlines have a clear vision for using digital technology to improve customer experience. But they lack the know-how and talent to bring the vision to life.
This Accenture report examines the disruptive impact of digital technology on the airline industry with a focus on customer experience.
The findings are based on in-depth interviews with 25 airline senior executives throughout the world.
7 features of successful on demand apps, even after covidAResourcePool
Made by tech business visionaries, On-Demand Apps are intended to supply forefront consumer loyalty and experience. These applications, and the brands that use them, have only one message for their shopper – you need it, we get it to you – NOW.
Beyond The Hype: Contact Center AI That WorksAggregage
To say that there has been a lot of hype around AI is an understatement. If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! However, only 4% of respondents said they had even deployed AI, let alone get business benefits from it, according to a Gartner survey. Barriers to adoption include identifying use-cases, getting and sustaining funding, formulating a strategy, and lack of staff skills. Want to know how to overcome these impediments, and succeed with AI in 2019? Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”. You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI.
NEC's Top 10 Strategic Smart Enterprise Drivers 2022InteractiveNEC
Digital Transformation is recreating business models, changing the way customers and employees function and
altering whole industries. Social and business values surge when people, devices, and resources are connected.
With the COVID-19 pandemic a further catalyst, organizations worldwide are embracing digital transformation
to manage rapid organization-wide changes in support of business continuity, remote working, and dynamic
service delivery.
Join Brian Morin, CMO, and Phillip Fisher, CX Consultant as they discuss how IVA (intelligent virtual assistants) powered by advanced speech recognition and natural language processing are replacing the traditional IVR with “How can I help you today,” instead of “Press 1” and helping customers self-serve common requests.
New Standard for Customer Contact Performance
The world of customer contact was already changing dramatically. New channels were altering the way brands interacted with customers.
Automation was redefining the role of customer
engagement employees.
Cloud solutions and generational shifts were reshaping conceptions
about the traditional contact center environment.
The document discusses key contact center trends for the upcoming year, including a major move to cloud-based contact centers. A survey found that 28.8% of companies have already moved some functions to the cloud, while 24% plan to, and 39.8% have no plans currently. The importance of optimizing the customer journey across channels like social, web, mobile and contact centers is also covered. Managing transitions between channels is highlighted as important. The responsibility for mobile customer service applications varies, with the most common being the IT organization at 40.4% and contact center/customer care team at 11.6%.
The Work Ahead for Healthcare Payers: Gaining a Foothold in the Digital Healt...Cognizant
Healthcare insurers need to continue applying intelligent automation and overcome skills gaps to realize expected digital gains, according to our recent research.
Digital customer experience report 2020Duy, Vo Hoang
Digital customer experience report 2020.
Bernard Slowey, worldwide lead for digital customer
support at Microsoft, maintains one of the biggest
mistakes in digital CX is not having a dedicated team.
“A lot of companies have teams of people focused on
call centers, as well as improving minutes-per-incident
and handle times for voice calls with customers, but
then digital is merely treated as a bolt-on to support
organizations,” says Slowey.
More than a third of our research group (36 per cent) is
seemingly making this mistake. For these brands
digital experiences are supported by multiple
functions, potentially between marketing, CX and
customer service departments. This dispersed setup
can result in customers receiving conflicting and
disjointed digital experiences.
However, the majority of the respondents (64 per cent)
recognize the value of dedicated digital experience
teams, which is an 18 per cent year-on-year increase.
Within 18 months of building its dedicated digital
customer support department, Microsoft’s digital team
achieved a 3× ROI (return on investment). This result was
obtained by solving customer issues digitally and so
reducing the volumes shouldered by more expensive
support channels such as voice.
Opportunities In Staffing Executive Summaryandrewrizi
The document provides an overview of a research study on staffing firms, clients, and job candidates. Some key findings include:
- Staffing firms have an opportunity to better engage with clients and candidates through social media, as many clients/candidates are on platforms like LinkedIn but few engage with staffing firms online.
- Satisfaction with staffing firms among clients declined slightly in 2010 after improvements in previous years, with promoters dropping from 41% to 30%.
- Content marketing through company websites and webinars is an effective strategy for staffing firms to engage with and provide value to clients.
Opportunities In Staffing Executive Summaryandrewrizi
This document provides a summary of a research report on staffing firms and opportunities in the staffing industry. It finds that while awareness and utilization of staffing firms increased in 2010, most job candidates are not engaging with staffing firms and have had negative experiences. It also finds that clients and candidates are increasingly using social media and smartphones but staffing firms have largely failed to engage them through these channels. The report provides data and recommendations to help staffing firms improve client and candidate retention and grow their business.
Across Health Multichannel Maturometer 2018Across Health
The survey found that while digital budgets and satisfaction levels have increased compared to previous years, training and skills development for digital transformation remains low. Fewer than one third of respondents were very comfortable with their company's digital strategy and teams. Additionally, over half felt their company was not offering sufficient opportunities to develop digital skills. The survey also found that healthcare disruption is widely recognized but companies feel underprepared. Key challenges included regulatory issues, lack of a clear digital strategy, and insufficient internal knowledge.
This document provides an overview of key trends shaping the future of work, including opportunities and challenges for different types of workers and businesses. It discusses how the COVID-19 pandemic has accelerated the adoption of remote work and digital transformation. Factors like technological advances, demographic shifts, and climate change are also transforming the workforce. The future of work involves supporting distributed teams through communication and collaboration tools, as well as automating workflows. Different groups like women, older workers, freelancers, and "deskless" workers face various challenges that future workplace applications need to address through flexibility, training, and mobile access to information.
This document summarizes the findings of a recruitment practices and trends research study carried out in Romania. It finds that the top recruitment channels used are companies' own recruitment teams, social/professional networks, and referrals. Identifying quality candidates, unreasonable salary expectations, talent competition, and reaching a large candidate pool are the biggest challenges. Companies hire an average of 50 specialists annually and specialist/manager positions have the longest closing times and largest delays. IT software experts are the most difficult to recruit. Companies spend most time identifying suitable candidates and measure closing time and quality of hire. Team/culture fit and results orientation are highly valued. Satisfaction with recruitment results is mixed, with room for improving referral programs and candidate attraction.
Enterprise Mobility Applications: Addressing a Growing GapBlackBerry
This new report on enterprise mobility applications highlights the alarming gap between Central IT and line-of-business IT environments. Millennials in particular are showing signs of growing frustration with the devices and software tools available to support them in the workplace. Many are making their own mobility arrangements, through ‘shadow IT’, despite growing regulatory risk. The advent of the ‘Internet of Things’ will further exacerbate the situation as mobile staff seek access to real time data from their phones and tablets.
Our recent survey of over 100 financial service organizations, conducted by Forbes Insights in the UK and North America, indicates that despite current business and employee demand, enterprise mobile applications remain at a very early stage of maturity, with less than a quarter of employees eligible to access such facilities. The implications here are profound, given the need to support mobile working with appropriate tools in every sphere of corporate activity today.
Many employees complain that the only advance over the last ten years has been to ‘mobilize the laptop’. This merely emulates the traditional desktop environment outside the office. Set against this stark background of underperformance in the mobility area, Central IT appears to be preoccupied with legacy issues such as costly infrastructures and aging systems. Our survey reveals that despite having developed policies and tools to address enterprise mobility, Central IT has little visibility of what is actually going on within the lines of business or at the end user level.
Nor does it have the necessary resources currently to respond rapidly to the growing pressures for workplace mobility. External agencies appear to be stepping in to fill this gap, frequently circumventing Central IT. Mobility remains low on the Central IT agenda.
Questions for business:
-How much is your business, as a whole, spending on social media related activity?
-What innovations is it hoping to achieve?
-And what is the return on investment?
If you don’t know the answers to these vital questions you are in need of a Social Media Audit. We can help.
The document summarizes the findings of a survey about digital transformation priorities and objectives for businesses. The survey found that digital transformation is the top strategic priority for most companies and the pace of change is accelerating. Companies see digital disruption as an opportunity for competitive advantage. Improving the customer experience is the most common customer-focused objective for digital transformation initiatives in 2016. While companies are generally confident in meeting their 2016 objectives, the survey identified that increasing senior leadership sponsorship and oversight is the greatest change needed for many companies to succeed.
Rx For Agencies Suffereing From Digital, Direct, PR, And Social Media Confusi...Clive Maclean
The document discusses the rise of social media and its impact on marketing. It suggests agencies need to shift from traditional silos to a new "person-to-person" approach that integrates direct marketing, digital, social media and data analytics skills. Several large companies are seeking agencies with this integrated customer relationship marketing capability. The new model focuses on cultivating genuine dialogue and motivating customers to share brands with their personal networks.
This document provides key findings from an influencer marketing benchmark report in 2021. Some of the main highlights include:
- The influencer marketing industry is expected to grow to $13.8 billion in 2021.
- Over 240 new influencer marketing agencies and platforms were established in the last year.
- Micro-influencers have better engagement rates than larger influencers, with micro-influencers on TikTok receiving an average engagement rate of 17.96%.
- Most influencers selected on Instagram and YouTube are micro-influencers, while larger influencers are more popular on TikTok.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
Providing superior digital customer care, or e-care, can lower costs and increase customer satisfaction for companies. However, customers have been slow to adopt digital customer care channels like live chat and forums, instead preferring traditional channels like phone calls. There are four main reasons for customers' slow migration to digital care: 1) poor digital experiences that don't resolve issues, 2) unclear strategies from companies for migrating customers, 3) companies' fear of losing revenue from upsell/cross-sell opportunities, and 4) disorganized operations across digital care channels. For companies to succeed with e-care, they must make targeted investments, continuously optimize multichannel experiences, and support migration with a clear executive-level strategy.
The document summarizes key findings from a survey of 332 professionals regarding enterprise mobility programs. Some of the main findings include:
- More than 1/3 of programs are rolling out apps to over 5,000 users, while another 1/3 are rolling out to under 1,000 users.
- Improved business processes and increased user satisfaction were the top benefits sought from mobility investments.
- Productivity apps and field service apps were seen as having the greatest impact on productivity and ROI.
- Security was the top challenge cited, followed by determining ROI and lack of budget.
- Over half of respondents had little or no visibility into important app usage metrics.
- Developing apps for core business processes and improving
Similar to Contact centre survey 2020 by call centre helper (20)
In the realm of cybersecurity, offensive security practices act as a critical shield. By simulating real-world attacks in a controlled environment, these techniques expose vulnerabilities before malicious actors can exploit them. This proactive approach allows manufacturers to identify and fix weaknesses, significantly enhancing system security.
This presentation delves into the development of a system designed to mimic Galileo's Open Service signal using software-defined radio (SDR) technology. We'll begin with a foundational overview of both Global Navigation Satellite Systems (GNSS) and the intricacies of digital signal processing.
The presentation culminates in a live demonstration. We'll showcase the manipulation of Galileo's Open Service pilot signal, simulating an attack on various software and hardware systems. This practical demonstration serves to highlight the potential consequences of unaddressed vulnerabilities, emphasizing the importance of offensive security practices in safeguarding critical infrastructure.
For the full video of this presentation, please visit: https://www.edge-ai-vision.com/2024/06/how-axelera-ai-uses-digital-compute-in-memory-to-deliver-fast-and-energy-efficient-computer-vision-a-presentation-from-axelera-ai/
Bram Verhoef, Head of Machine Learning at Axelera AI, presents the “How Axelera AI Uses Digital Compute-in-memory to Deliver Fast and Energy-efficient Computer Vision” tutorial at the May 2024 Embedded Vision Summit.
As artificial intelligence inference transitions from cloud environments to edge locations, computer vision applications achieve heightened responsiveness, reliability and privacy. This migration, however, introduces the challenge of operating within the stringent confines of resource constraints typical at the edge, including small form factors, low energy budgets and diminished memory and computational capacities. Axelera AI addresses these challenges through an innovative approach of performing digital computations within memory itself. This technique facilitates the realization of high-performance, energy-efficient and cost-effective computer vision capabilities at the thin and thick edge, extending the frontier of what is achievable with current technologies.
In this presentation, Verhoef unveils his company’s pioneering chip technology and demonstrates its capacity to deliver exceptional frames-per-second performance across a range of standard computer vision networks typical of applications in security, surveillance and the industrial sector. This shows that advanced computer vision can be accessible and efficient, even at the very edge of our technological ecosystem.
zkStudyClub - LatticeFold: A Lattice-based Folding Scheme and its Application...Alex Pruden
Folding is a recent technique for building efficient recursive SNARKs. Several elegant folding protocols have been proposed, such as Nova, Supernova, Hypernova, Protostar, and others. However, all of them rely on an additively homomorphic commitment scheme based on discrete log, and are therefore not post-quantum secure. In this work we present LatticeFold, the first lattice-based folding protocol based on the Module SIS problem. This folding protocol naturally leads to an efficient recursive lattice-based SNARK and an efficient PCD scheme. LatticeFold supports folding low-degree relations, such as R1CS, as well as high-degree relations, such as CCS. The key challenge is to construct a secure folding protocol that works with the Ajtai commitment scheme. The difficulty, is ensuring that extracted witnesses are low norm through many rounds of folding. We present a novel technique using the sumcheck protocol to ensure that extracted witnesses are always low norm no matter how many rounds of folding are used. Our evaluation of the final proof system suggests that it is as performant as Hypernova, while providing post-quantum security.
Paper Link: https://eprint.iacr.org/2024/257
Northern Engraving | Nameplate Manufacturing Process - 2024Northern Engraving
Manufacturing custom quality metal nameplates and badges involves several standard operations. Processes include sheet prep, lithography, screening, coating, punch press and inspection. All decoration is completed in the flat sheet with adhesive and tooling operations following. The possibilities for creating unique durable nameplates are endless. How will you create your brand identity? We can help!
What is an RPA CoE? Session 1 – CoE VisionDianaGray10
In the first session, we will review the organization's vision and how this has an impact on the COE Structure.
Topics covered:
• The role of a steering committee
• How do the organization’s priorities determine CoE Structure?
Speaker:
Chris Bolin, Senior Intelligent Automation Architect Anika Systems
Ivanti’s Patch Tuesday breakdown goes beyond patching your applications and brings you the intelligence and guidance needed to prioritize where to focus your attention first. Catch early analysis on our Ivanti blog, then join industry expert Chris Goettl for the Patch Tuesday Webinar Event. There we’ll do a deep dive into each of the bulletins and give guidance on the risks associated with the newly-identified vulnerabilities.
Driving Business Innovation: Latest Generative AI Advancements & Success StorySafe Software
Are you ready to revolutionize how you handle data? Join us for a webinar where we’ll bring you up to speed with the latest advancements in Generative AI technology and discover how leveraging FME with tools from giants like Google Gemini, Amazon, and Microsoft OpenAI can supercharge your workflow efficiency.
During the hour, we’ll take you through:
Guest Speaker Segment with Hannah Barrington: Dive into the world of dynamic real estate marketing with Hannah, the Marketing Manager at Workspace Group. Hear firsthand how their team generates engaging descriptions for thousands of office units by integrating diverse data sources—from PDF floorplans to web pages—using FME transformers, like OpenAIVisionConnector and AnthropicVisionConnector. This use case will show you how GenAI can streamline content creation for marketing across the board.
Ollama Use Case: Learn how Scenario Specialist Dmitri Bagh has utilized Ollama within FME to input data, create custom models, and enhance security protocols. This segment will include demos to illustrate the full capabilities of FME in AI-driven processes.
Custom AI Models: Discover how to leverage FME to build personalized AI models using your data. Whether it’s populating a model with local data for added security or integrating public AI tools, find out how FME facilitates a versatile and secure approach to AI.
We’ll wrap up with a live Q&A session where you can engage with our experts on your specific use cases, and learn more about optimizing your data workflows with AI.
This webinar is ideal for professionals seeking to harness the power of AI within their data management systems while ensuring high levels of customization and security. Whether you're a novice or an expert, gain actionable insights and strategies to elevate your data processes. Join us to see how FME and AI can revolutionize how you work with data!
Monitoring and Managing Anomaly Detection on OpenShift.pdfTosin Akinosho
Monitoring and Managing Anomaly Detection on OpenShift
Overview
Dive into the world of anomaly detection on edge devices with our comprehensive hands-on tutorial. This SlideShare presentation will guide you through the entire process, from data collection and model training to edge deployment and real-time monitoring. Perfect for those looking to implement robust anomaly detection systems on resource-constrained IoT/edge devices.
Key Topics Covered
1. Introduction to Anomaly Detection
- Understand the fundamentals of anomaly detection and its importance in identifying unusual behavior or failures in systems.
2. Understanding Edge (IoT)
- Learn about edge computing and IoT, and how they enable real-time data processing and decision-making at the source.
3. What is ArgoCD?
- Discover ArgoCD, a declarative, GitOps continuous delivery tool for Kubernetes, and its role in deploying applications on edge devices.
4. Deployment Using ArgoCD for Edge Devices
- Step-by-step guide on deploying anomaly detection models on edge devices using ArgoCD.
5. Introduction to Apache Kafka and S3
- Explore Apache Kafka for real-time data streaming and Amazon S3 for scalable storage solutions.
6. Viewing Kafka Messages in the Data Lake
- Learn how to view and analyze Kafka messages stored in a data lake for better insights.
7. What is Prometheus?
- Get to know Prometheus, an open-source monitoring and alerting toolkit, and its application in monitoring edge devices.
8. Monitoring Application Metrics with Prometheus
- Detailed instructions on setting up Prometheus to monitor the performance and health of your anomaly detection system.
9. What is Camel K?
- Introduction to Camel K, a lightweight integration framework built on Apache Camel, designed for Kubernetes.
10. Configuring Camel K Integrations for Data Pipelines
- Learn how to configure Camel K for seamless data pipeline integrations in your anomaly detection workflow.
11. What is a Jupyter Notebook?
- Overview of Jupyter Notebooks, an open-source web application for creating and sharing documents with live code, equations, visualizations, and narrative text.
12. Jupyter Notebooks with Code Examples
- Hands-on examples and code snippets in Jupyter Notebooks to help you implement and test anomaly detection models.
Fueling AI with Great Data with Airbyte WebinarZilliz
This talk will focus on how to collect data from a variety of sources, leveraging this data for RAG and other GenAI use cases, and finally charting your course to productionalization.
Your One-Stop Shop for Python Success: Top 10 US Python Development Providersakankshawande
Simplify your search for a reliable Python development partner! This list presents the top 10 trusted US providers offering comprehensive Python development services, ensuring your project's success from conception to completion.
Nordic Marketo Engage User Group_June 13_ 2024.pptx
Contact centre survey 2020 by call centre helper
1. Autumn Survey
A Call Centre Helper Research Paper
Sponsored by
(2020 Edition)
What Contact Centres
are Doing Right Now
How do You Compare?
helperhelper
callcentre
com
The UK’s most popular contact centre magazine
2. Contents
Section Page
What We Did 3
Executive Summary 4 - 5
General 6 - 17
Customer and Contact Centre Trends (Sponsored by Jacada) 18 - 23
Workforce Management (Sponsored by Business Systems) 24 - 29
Speech Analytics (Sponsored by Voci Technologies) 30 - 35
Cloud (Sponsored by Vonage) 36 - 41
Final Question 42 - 43
3. 3 What Contact Centres Are Doing Right Now | (2020 Edition)
What We Did
2020 has been an extraordinary year, the most challenging year that many contact centres will have ever
faced and a year in which the industry has changed at an unprecedented rate.
For these reasons, this year’s version of our annual “What Contact Centres Are Doing Right Now” survey
has produced some unexpected results.
As always, the aim of the survey was to capture a snapshot view of what contact centres are doing right
now – and how things have changed!
The survey was circulated amongst Call Centre Helper readers throughout September and October 2020,
and was run in partnership with Business Systems, Jacada, Voci Technologies and Vonage.
We also took the opportunity to compare the data with data collected over the past five years, as well as
introducing some new, more topical, questions.
Each year, the survey provides the latest and most valuable insights into the fundamental framework
of the contact centre. In doing so, it covers multiple topics, including customer trends, contact centre
initiatives and the technologies that have made it on to every contact centre’s wish list.
310 contact centre professionals took part, and we are delighted to share the results with you.
4. 4 What Contact Centres Are Doing Right Now | (2020 Edition)
Executive Summary
Every year, changes to technology, processes and training transform the make-up of the contact centre.
Add this to the impact of the COVID-19 pandemic, and the “typical” contact centre of today is much
different than it was in 2019.
These developments have accelerated changes in how call centre agents work, digital customer
experiences and cloud technology adoption.
However, change has also presented businesses with new challenges to overcome, and these can
prevent contact centres from performing to their full potential.
Here are a number of useful conclusions that have been drawn from this year’s survey, which shine a
light on how contact centres are performing in late 2020.
Remote Working Has Brought Lots of Benefits to Contact Centres
More of our survey participants reported that remote working has had a positive impact than those who
said it had a negative impact, in each of the following areas:
- Contact centre communication
- Employee engagement
- Service quality
- Workforce management (WFM)
Yet, according to our findings, the area in which most contact centres found the most benefit from
homeworking is employee well-being, with 41.3% saying it had a positive impact, and only 15.3% saying
that it had a negative impact.
Over Half of Contact Centres are Still Offering Social Events to Their Team
Despite the continuing pandemic, it was good to see that 50.8% of contact centres are still actively
arranging social events for their agents.
While many of these social events will likely be virtual, it’s great to see that contact centres are looking for
fun ways to protect their team from the social isolation of remote work.
Other popular initiatives included: multiskilling advisors (81.7%), knowledge champions (63.6%) and
buddying agents (60.6%).
Many Contact Centres Rushed to Install Virtual Assistants
When the pandemic hit, contact centres rushed into the cloud. But our research suggests that many also
invested in virtual assistants.
This time last year, just 14.0% of contact centres had installed a virtual assistant, but now 30.8% have
implemented the technology. An increase of well over 100%!
The increase in uptake is probably due to the hike in contact volumes that many contact centres
experienced as the outbreak first spread across the globe.
5. 5 What Contact Centres Are Doing Right Now | (2020 Edition)
Knowledge-Base Technology Has Also Risen Dramatically
Another technology that has been in high demand in 2020 is the knowledge base, rising from 60.5% of
contact centres having installed the technology in 2018, to 71.2% in 2020.
Providing agents with support systems like a knowledge base can be very helpful for remote agents, who
miss the face-to-face support available in the contact centre.
Other technologies that have increased in usage in 2020 include: call-back-from-queue solutions, call-
scripting tech and process automation.
Customers are Becoming Ever More Demanding
When the pandemic first hit, there were lots of heart-warming stories of understanding customers
sympathizing with agents for having to work from home and use new systems in the blink of an eye.
It appears, though, that this customer sympathy has run its course and customers expect smooth-
running contact centres that have overcome the challenges of COVID-19.
In fact, 37.2% of industry professionals believe that customers have become even more demanding and
that this customer trend has had a big impact on their operation.
Almost 40% of Contact Centres are Digging Into Their Schedule Adherence Stats
Agents being in the right place at the right time is fundamental to running an efficient contact centre, and
schedule adherence is your key metric for tracking that.
However, 39.3% of contact centres take it one step further and research employee reasons for low
schedule adherence to find solutions unique to their contact centre.
Other popular strategies for improving schedule adherence include: setting adherence targets (48.2%),
publishing adherence reports (36.2%) and implementing real-time adherence notifications (29.0%).
Over a Third of Contact Centres Do Not Measure First Contact Resolution (FCR)
Despite 63.8% of our survey participants stating that they believe FCR is a “very important” metric, more
than one in every three contact centres (34.0%) don’t measure it.
This could be due to the fact that FCR is difficult to measure and that there is no easy way to track
multiple calls about the same issue.
There are, however, multiple methods for attempting to do so. Many of our industry professionals
attempt to measure FCR through measuring repeat contacts (25.5%), tracking call reason codes (23.5%)
and using an analytics system (8.9%).
7. 7 What Contact Centres Are Doing Right Now | (2020 Edition)
1. What is the Size of Your Contact Centre?
Our industry professionals that took part in this year’s survey came from 301 contact centres, of all
different shapes and sizes, ranging from 0–30 seats to 1,000+.
To give greater context to the results shared in this report, the chart above shows the make-up of the
different-sized contact centres which contributed to our survey.
What is the Size of Your Contact Centre?
0% 5% 10% 15% 20% 25% 30% 35%
32.0%
15.9%
22.6%
10.4%
8.4%
4.5%
6.2%
0 - 30 Seats
31 - 50 Seats
51 - 100 Seats
101 - 200 Seats
201 - 400 Seats
401 - 999 Seats
1,000+ Seats
8. 8 What Contact Centres Are Doing Right Now | (2020 Edition)
2. What Initiatives Do You Currently Have in
the Contact Centre?
Remote Working Has Increased Agent Empowerment
From 2015 to 2019, agent empowerment has been declining in contact centres year after year. But the
events of 2020 have put a stop to that worrying trend.
What Ini�a�ves do You Currently Have in the Contact Centre?
0% 20% 40% 60% 80% 100%
81.7% 11.1% 7.2%
68.4% 5.0% 26.6%
63.6% 26.2% 10.2%
60.6% 13.5% 25.9%
53.6% 18.8% 27.6%
53.0% 20.6% 26.4%
50.8% 19.3% 29.9%
39.9% 9.6% 50.5%
37.4% 20.5% 42.1%
30.2% 28.2% 41.6%
29.1% 34.3% 36.6%
27.9% 7.3% 64.8%
27.5% 30.9% 41.6%
Mul�skilling Agents
Unpaid Leave
Knowledge Empowerment
Buddying Agents
Flexible Shi�s
Agent Empowerment
Social Events
Annualised Hours /
Banked Hours
Spot Prizes
Personalized
Call Rou�ng
Mo�va�onal Games
Sales Commision
Self-Help
Customer Videos
Have On the Wishlist Don’t Have
9. 9 What Contact Centres Are Doing Right Now | (2020 Edition)
While only 47.9% of contact centres had initiatives around agent empowerment in their contact centre in
2019, this year that figure has risen to 53.0%.
Agent empowerment involves giving agents more control of when they work, how they work and what
work they do.
On this first point of “when they work”, it was also encouraging to see a growth in annualized hours
schemes, an initiative that is now used by almost 40% of contact centres.
Buddying Agents is Also Becoming More Popular
Another initiative that has seen a resurgence in popularity after a long decline is buddying agents. This
initiative is now used by 60.6% of contact centres, up by 2.5% from 2020.
Similarly to agent empowerment, this initiative had previously been declining in usage every year from
2015 to 2019. The recent rise is likely to protect contact centre agents who are now working remotely
from social isolation.
Considering the negative effects of social isolation, however, it was a surprise to see that the use of
motivational games has in fact decreased from 2019 – as these can be great in bringing people together.
Multiskilling Continues Its Decline
One trend that has not been impacted by the COVID-19 outbreak is that fewer and fewer contact centres
are multiskilling agents.
Only 81.7% of contact centres now multiskilling agents, the lowest figure we’ve ever recorded and the
fourth year out of five that the percentage has dropped from the previous year.
This trend could well be down to self-service and automation taking away many of the easy contacts
from the contact centre, which makes the agent role increasingly difficult. In response, more contact
centres seem to be making agents specialists in one specific area.
What Ini�a�ves do You Currently Have in the Contact Centre?
Unpaid Leave
Mul�skilling Advisors
Social Events
Flexible Shi�s
Buddying Agents
Knowledge Champions
Agent Empowerment
Spot Prizes
Mo�va�onal Games
Annualised/Banked Hours
Personalised Call Rou�ng
Sales Commision
Self-Help Customer Videos
65.5%
83.9%
64.0%
58.2%
58.1%
63.1%
47.9%
38.9%
30.9%
35.1%
30.3%
28.9%
30.9%
2019
65.2%
88.2%
77.1%
61.0%
71.0%
63.3%
61.0%
51.5%
50.2%
36.0%
33.2%
26.7%
23.0%
2016
66.4%
90.5%
77.3%
59.7%
71.5%
66.2%
61.6%
52.8%
47.1%
30.9%
38.2%
36.0%
23.8%
2015
70.7%
84.5%
66.6%
51.8%
60.0%
56.6%
48.8%
44.6%
38.5%
36.0%
30.4%
27.0%
24.3%
2018
70.8%
80.4%
74.0%
62.5%
70.9%
66.8%
61.0%
45.4%
44.7%
37.7%
36.4%
30.7%
23.6%
2017
68.4%
81.7%
50.8%
53.6%
60.6%
63.6%
53.0%
37.4%
29.0%
39.9%
30.2%
27.9%
27.5%
2020
10. 10
3. What Technology Do You Have in Your
Contact Centre?
The Chatbot and Virtual Assistant Revolution is Upon Us
For years we have been told about the promise of artificial intelligence (AI) technologies in the contact
centre. Well, it seems that the pandemic has caused these technologies to enter contact centres at an
accelerated rate, in the form of chatbots and virtual assistants.
What Technology do You Have in Your Contact Centre?
0% 20% 40% 60% 80% 100%
96.1% 1.3% 2.6%
89.0% 3.9% 7.1%
88.5% 4.9% 6.6%
83.7% 12.7% 3.6%
80.2% 6.9% 12.9%
71.2% 23.2% 5.6%
62.5% 20.9% 16.6%
59.6% 14.6% 25.8%
57.3% 22.7% 20.0%
54.5% 9.6% 35.9%
53.2% 21.7% 25.1%
49.0% 21.1% 29.9%
48.4% 23.0% 28.6%
40.3% 25.2% 34.5%
36.9% 37.9% 25.2%
32.7% 25.6% 41.7%
30.8% 39.1% 30.1%
28.7% 26.3% 45.0%
25.3% 23.0% 51.7%
23.9% 14.6% 61.5%
21.4% 38.5% 40.1%
16.1% 20.3% 63.6%
7.8% 27.8% 64.4%
Headsets
Call Recording
IVR
Knowledge Base
Wallboards
Call Scrip�ng
Social Media
Engagement
Call Back from
Queue Solu�on
Workforce Management
So�ware
Desktop Consolida�on
Process Automa�on
Proac�ve Messaging
Predic�ve Dialler
Speech Analy�cs
WebRTC
Voice Biometrics
Chatbot /
Virtual Assistant
Customer Service
Smartphone App
Single Queue Across
All Channels
Customer Feedback
Solu�on
Voice of the Customer /
Customer Survey Tools
ACD System /
Call Rou�ng
Performance Management /
Quality Monitoring Tools
Have On the Wishlist Don’t Have
12. 12 What Contact Centres Are Doing Right Now | (2020 Edition)
More than twice as many contact centres are using these compared to this time last year – with 30.8% of
organizations now implementing either a virtual assistant or a chatbot.
On top of this, other AI technologies are being implemented more too. Well over a third of contact
centres have installed process automation technology and 7.8% now use voice biometrics – signalling a
big uptake in both AI-based technologies since late 2019.
Contact Centres are Falling Back on Call-Scripting and Knowledge-Base Technology
Since 2018, the use of call-scripting technology has risen by 12.0%, meaning that well over half of contact
centres (54.5%) are now using digital call scripts.
While some of this growth might be contact centres moving old-fashioned paper-based scripts to an
online setting, it does highlight that more contact centres are feeling the need to provide agents with
additional resources to fall back on when calls are not going to plan.
This idea gains momentum when we also consider that 71.2% of contact centres have now implemented
knowledge-base technology, which is up from 60.7% in 2018.
These statistics are yet another indicator that the call centre agent role is becoming more challenging.
Customer Feedback Solutions are Falling by the Wayside
One technology that has actually fallen in usage over recent times is customer feedback solutions, as
only 57.3% of contact centres are using this technology in 2020, down from 61.9%.
This could indicate that contact centres are looking to gather customer feedback through other methods,
and the growth in the uptake of speech analytics technology supports this argument.
Now over one in every five contact centres (21.4%) has speech analytics, which can be used to gather
customer insights from the conversations customers are having with agents.
13. 13 What Contact Centres Are Doing Right Now | (2020 Edition)
4. How is Your Contact Centre Perceived by
the Rest of the Business?
Perceptions of the Contact Centre are Improving
The percentage of industry professionals that believed their organization viewed their contact centre as
either a “source of customer insight” or a “profit centre” grew significantly from 2019.
How is Your Contact Centre Perceived by the Rest of the Business?
A Source of
Customer Insight
A Cost Centre
A Profit Centre
A “Necessary Evil”
A Source of
Marke�ng Informa�on
A Nuisance
0% 5% 10% 15% 20% 25% 30% 35% 40%
2020 2019
38.7%
37.3%
23.6%
29.4%
22.3%
13.3%
10.2%
13.7%
2.6%
2.6%
3.5%
2.8%
One brilliant statistic is the fact that the number of businesses that view the contact centre as a “profit
centre” grew from 13.3% last year to 22.3% this time around. Fantastic!
In a time when many organizations have had to cope with increased contact volumes and accelerate
their digital transformation projects, it appears that eyes have been opened to the critical role that
contact centres play.
14. 14 What Contact Centres Are Doing Right Now | (2020 Edition)
5. What Barriers Stop You from Running
Your Dream Contact Centre?
Unsurprisingly, Budget is the Biggest Barrier to the Dream Contact Centre
More than six in every ten contact centres (60.3%) have a problem obtaining budget, reporting that the
issue is preventing them from running their ideal contact centre.
Which Barriers Stop You from Running Your Dream Contact Centre?
0% 10% 20% 30% 40% 50% 60% 70%
60.3%
53.0%
45.0%
43.3%
40.3%
38.0%
26.3%
26.3%
24.7%
20.7%
14.7%
14.3%
12.3%
10.3%
8.7%
Budget
Broken Processes
IT Issues
Not Enough Staff
Management Buy-In
Floor Space
Advisor Buy-In
Wrong Advisor Targets
Wri�ng a Business Case
Not Being Aligned with
Other Departments
Lack of Time /
Human Resources
Dealing With New
Channels (e.g. Live Chat)
Lack of Skills / it’s too Complicated
for Our Exis�ng Team
Lack of Technology
Integra�on
Conflic�ng Business
Priori�es
It might be more surprising that only 39.7% of contact centres have no issues with the budget provided
to them, as it is quite often the cause behind lots of other problems like the need for new technology,
staffing issues and lack of resources.
The second and third most common barriers could also have been easily anticipated: lack of technology
and conflicting business priorities.
15. 15 What Contact Centres Are Doing Right Now | (2020 Edition)
6. What are the Most Important Contact
Centre Metrics?
Customer Satisfaction Remains the Industry’s Most Popular Metric
Despite the hype around customer effort, customer emotion and customer loyalty-based metrics,
customer satisfaction remains the undisputed king of contact centre metrics.
What are the Most Important Contact Centre Metrics?
Very Important Quite Important Not Important
0% 20% 40% 60% 80% 100%
Customer Sa�sfac�on
Agent Sa�sfac�on
Quality Scores
Abandon Rate
Customer Effort
A�ri�on Rate
Schedule Adherence
U�liza�on
Occupancy
Shrinkage
Forecast Accuracy
Sales Volume
Cost Per Call
NetEasy Score
Average Handling Time
(AHT)
Net Promoter Score
(NPS)
First Contact Resolu�on
(FCR)
Customer Complaint
Volumes
Service Level
84.8% 13.2% 2.0%
72.0% 22.3% 5.7%
66.9% 26.8% 6.3%
6.0%
65.7%
64.5%
63.8%
59.1%
48.2%
46.6%
44.2%
43.1%
39.8%
39.5%
35.6%
35.1%
33.9%
32.2%
27.3%
14.0% 41.3% 44.7%
41.4% 31.3%
18.3% 49.5%
48.3% 17.8%
50.5% 14.4%
48.0% 16.4%
46.0% 14.5%
38.1% 22.1%
42.5%
38.9% 16.9%
14.4%
40.6%
35.9% 15.9%
12.8%
34.9%
27.6%
27.9%
26.0% 8.3%
8.6%
7.6%
16. 16 What Contact Centres Are Doing Right Now | (2020 Edition)
What are the Most Important Contact Centre Metrics?
Customer Sa�sfac�on
Service Level
Advisor Sa�sfac�on
Complaint Volumes
Abandon Rate
First Contact Resolu�on
Quality Scores
A�ri�on Rate
Customer Effort
U�liza�on
Average Handling Time
Forecast Accuracy
Net Promoter Score
Schedule Adherence
Occupancy
Shrinkage
Cost Per Call
Sales Volume
NetEasy Score
95.7%
62.7%
62.0%
N/A
68.0%
67.5%
N/A
53.6%
N/A
33.2%
36.2%
36.6%
2017
30.5%
N/A
35.1%
21.7%
47.6%
N/A
N/A
91.1%
70.0%
48.4%
N/A
65.4%
68.4%
N/A
35.8%
N/A
31.8%
33.4%
29.6%
28.5%
N/A
29.1%
11.4%
37.6%
2016
N/A
N/A
2018
93.1%
63.1%
69.8%
N/A
61.4%
63.9%
N/A
48.9%
N/A
31.9%
37.1%
32.8%
27.3%
N/A
27.2%
19.5%
40.2%
N/A
N/A
89.2%
67.1%
68.8%
62.0%
65.6%
65.1%
49.8%
47.5%
44.1%
44.0%
40.3%
36.6%
2019
35.7%
31.0%
27.8%
14.8%
48.6%
N/A
N/A
2020
84.8%
66.9%
72.0%
46.6%
44.2%
39.8%
43.1%
63.8%
59.1%
64.5%
48.2%
65.7%
39.5%
33.9%
35.1%
27.3%
32.2%
14.0%
35.6%
(These are the percentages of survey participants that believed each metric
to be “very important” year-on-year)
With 84.8% of contact centre professionals believing it to be a “very important” metric, it is, however, not
as overwhelmingly “on top” as in previous years.
In contrast, more participants told us that other customer experience metrics like Customer Effort
(48.2%) and the Net Promoter Score (39.8%) were “very important” than in 2019.
Average Handling Time (AHT) as a Metric Continues to Rise
The percentage of industry professionals believing that AHT is a “very important” metric has grown to
44.2%. This is up from 31.9% in 2018.
This is likely because of the significant role that AHT plays in staffing calculations. Yet it could also be a
signal that contact centres are focusing on lowering the metric as a result of the increased contact centre
demand brought on by the pandemic.
Interestingly, service level is now deemed to be of greater importance than last year too, with 72.0% of
survey participants now believing it to be a “very important” metric.
17. 17 What Contact Centres Are Doing Right Now | (2020 Edition)
7. What Impact Has Remote Working Had
on…?
Employee Well-Being and Engagement is Improving
One of the positives from the “new normal” is that the move to remote working has had a largely positive
impact on employee well-being and engagement.
What Impact Has Remote Working Had on…?
Contact Centre
Communica�on
Employee Engagement
Employee Well-Being
Service Quality
Workforce Management
Posi�ve Neutral Nega�ve
0% 20% 40% 60% 80% 100%
38.5% 46.0% 15.5%
33.5% 41.8% 24.7%
41.3% 40.0% 18.7%
31.1% 50.2% 18.7%
29.1% 48.5% 22.4%
41.3% of contact centres believe that their new working arrangement has improved employee well-being,
while 33.5% think that it has also benefited employee engagement.
The other area where remote working has had a beneficial impact is in communication – highlighting that
contact centres are using virtual communication channels to good effect.
18. 18
Customer and Contact
Centre Trends
The Customer and Contact Centre Trends chapter is sponsored by Jacada.
Jacada helps businesses take an automation-first approach to customer experience and contact
centre operations.
Using Jacada’s low code automation platform, citizen developers can launch AI and RPA solutions both
within the contact centre to boost productivity as well as for customers to reduce customer effort and
drive self-service.
Jacada’s automation solutions harmonize existing CRM and contact center platforms and deliver best of
breed AI capabilities to rapidly launch and scale differentiated customer experiences.
Well known for their unified desktop, agent assist, attended RPA, visual IVR and multimodal virtual agent
solutions, Jacada were recently lauded by Gartner in their recent Magic Quadrant reports for Workforce
Engagement Management and Robotic Process Automation, as well as by Everest Group for Intelligent
Virtual Agent and Robotic Process Automation.
www.jacada.com
19. 19 What Contact Centres Are Doing Right Now | (2020 Edition)
8. Which of the Following Customer Trends
Has Had the Biggest Impact on Your
Contact Centre?
Contact Centres are Dealing With More Demanding Customers
The customer trend which is having the biggest impact on the contact centre industry is that customers
are becoming more demanding – according to 37.2% of our readers.
Customers are Becoming
More Demanding
Customers are Becoming
Less Loyal
Customers are Be�er Informed
About the Choices They Have
Customers are More Concerned
About Ethics and Sustainability
Customers are Changing the Ways
in Which They Want to Interact
Which of the Following Customer Trends Has Had the
Biggest Impact on Your Contact Centre?
0% 5% 10% 15% 20% 25% 30% 35% 40%
37.2%
34.1%
17.5%
6.2%
5.0%
While customer expectations seemed to drop in the spring, when contact centres were rushing into
remote working, that patience seems to have run out, and a more demanding customer is something
that contact centres must adapt to quickly – even when running a makeshift operation.
Yet contact centres aren’t having to work harder just to meet basic customer expectations, they also have
to do so to secure customer loyalty. This is another trend that is impacting contact centres, with 6.2%
reporting it to be the biggest trend that they must contend with.
Customer Communication Preferences are Changing
Long gone are the days when the contact centre only had to manage voice channels and emails.
Customers’ communication habits are changing, and this is having a huge impact on contact centres.
This was the second major trend causing a huge impact across the industry, with over a third of survey
participants (34.1%) telling us it was the biggest customer trend impacting their organization.
New channels bring serious people, process and technology considerations – so the increased
prominence of messaging apps, video and even voice assistants is giving contact centres a lot to think
about.
20. 20 What Contact Centres Are Doing Right Now | (2020 Edition)
9. Which of the Following Agent Trends Has
Had the Biggest Impact on Your Contact
Centre?
Agents Want More From Their Workplace
Young agents are generally not as inclined to just show up at work and get on with it. They want to enjoy
their time at work and to feel that the work they do matters.
Which of the Following Agent Trends Has Had the
Biggest Impact on Your Contact Centre?
0% 5% 10% 15% 20% 25% 30% 35%
30.6%
22.2%
17.9%
11.9%
11.0%
5.2%
1.2%
Agents are Beginning to Expect
More from the Workplace
Agents are More Interested
in Career Progression
Agents are Becoming
More Difficult to Mo�vate
Agents are Becoming More
Dependent on the Knowledge Base
Agents are Having to Place
Customers on Hold More O�en
Agents are More Frequently
Late for Their Shi�s
Agents are More Frequently
Asking Peers and Supervisors for Help
This is a good thing, because happy agents are normally more productive agents, but it does leave agents
expecting more from their workplace. This is the biggest agent-related trend in 30.6% of contact centres.
To get ahead of this trend, it is important to give agents the tools that they need, demonstrate respect
and show that you value the work they do. Doing this well will involve big changes to the traditional
make-up of the call centre.
Agents Don’t Expect to Be in Their Job Forever
Few agents start working in the contact centre expecting to stay in that position until they retire. This
makes career progression the second biggest trend impacting call centres.
It is becoming harder for contact centres to keep hold of their brightest talent, and those that do will
likely spend time with agents, mapping out a progression pathway for them within the company.
21. 21 What Contact Centres Are Doing Right Now | (2020 Edition)
10. What Impact Has Each of the Following
Trends Had on Your Contact Centre Over
the Past Five Years??
The Digital Revolution is Causing Chaos
Unsurprisingly, the digital revolution and the prevalence of new digital channels has had a high impact
on more than half of contact centres over the past five years (50.2%).
What Impact Has Each of the Following Trends Had on Your Contact Centre
Over the Past Five Years?
0% 20% 40% 60% 80% 100%
Posi�ve Neutral Nega�ve
Digital Channels
Managing Customer Data
Process Automa�on
Cloud
Self-Service
Removing Business Silos
Improving the
Advisor Experience
31.8% 36.8% 31.4%
40.5% 36.6% 22.9%
41.6% 46.3% 12.1%
42.3% 27.1% 30.6%
45.8% 32.7% 21.5%
50.2% 35.1% 14.7%
50.0% 37.1% 12.9%
But this is not the only major trend relating to processes and technology that has proved to be a
disruptive force amongst the contact centre industry.
For example, managing data (50.0%) and process automation (45.8%) are also proving to be sources of
hard work for contact centres. However, all of these trends can make a big difference to customer and
agent experience – so hopefully it’s all paying off.
Business Silos are Not a Major Priority for Many
One area which has had a high impact on contact centres – but not as high as expected – is removing
business silos, which features at the bottom of our chart.
22. 22 What Contact Centres Are Doing Right Now | (2020 Edition)
11. When Do You Expect Your Contact
Centre to Have Less Than 50% Voice
Contacts?
Voice is Being Superseded, But Slowly
Most of our contact centre professionals are predicting that voice contacts will drop below 50% of all
total contacts within five years – but we are definitely not there yet.
When do You Expect Your Contact Centre to Have Less Than 50% Voice Contacts?
0%
5%
10%
15%
20%
25%
30%
We Already
Do
Within a
Year
Within Three
Years
Within Five
Years
More Than
Five Years
16.2%
11.5%
26.9%
17.7%
27.7%
While there has been a lot of hype around digital channels like live chat, messaging apps and social
media – amongst others – only in 16.2% of contact centres do total digital contacts exceed voice contacts.
However, another 11.5% of contact centres are expected to get to that point by autumn 2021 and a
further 26.9% of contact centres will likely reach that point by 2024.
Even by this point, however, voice will likely be the go-to channel – as most of us, no matter what
generation we are in, like human support when a problem is complex and emotional.
As far as digital channels go, according to our results, we must remember that it’s a marathon, not a
sprint.
23. 23 What Contact Centres Are Doing Right Now | (2020 Edition)
12. Which of the Following Contact Centre
Predictions Do You Agree With?
The Future of the Contact Centre is Complex
An overwhelming 91.6% of our industry professionals believe (i.e. either “strongly agree” or “agree”) that
the role of the call centre agent will require a much-enhanced skill set in ten years’ time.
Which of the Following Contact Centre Predic�ons Do You Agree With?
In Ten Years Time...
Disagree (-) Strongly Disagree (--)
Strongly Agree (++) Agree (+) Neutral
0% 20% 40% 60% 80% 100%
The Advisor Role Becomes
Much More Skilled
24 Hour Service
Becomes an Expecta�on
Command and Control
Management Will Disappear
The Phone Will No Longer Be the
Number One Channel for Customers
AI Will Be Embedded into Your
Everyday Contact Centre Processes
Most Contact Centers Will Be
Measuring Customer Emo�on
Customers Will Use Voice Interfaces
for Self-Service (i.e. Siri, Alexa etc.)
53.1%
48.3%
47.7%
43.7%
32.2%
26.1%
10.4% 17.8% 37.8% 30.9%
44.4% 18.8%
39.5% 19.5% 8.4%
9.2%
29.9% 9.6%
22.3% 15.8% 12.7%
15.3%
34.1% 13.0%
3.1%
1.5%
1.5%
1.5%
0.4%
1.5%
3.1%
38.5%
5.0% 2.7%
0.8%
A further 82.4% of contact centres believe that AI will be embedded into everyday contact centre
processes within that time period.
According to these predictions, it seems as though contact centre leaders will spend a great deal of time
over the next ten years considering how AI can support agents and, potentially, vice versa.
Yet Command-and-Control Cultures Will Remain
The one prediction that most of our survey respondents did not necessarily agree with was that
command-and-control management will disappear.
In fact, more respondents disagreed with this statement than agreed with it.
24. 24
Workforce Management
The Workforce Management chapter is sponsored by Business Systems
Business Systems is an Enterprise Communications Solutions provider, enabling digital
transformations for Contact Centre and public sector customers.
They specialise in three core offerings: Workforce Engagement Management, Cloud Communications
and Monitoring & Compliance. Their solutions encompass Call Recording and Customer Interactions/
Feedback, Workforce Management, Quality Monitoring, Speech Analytics, Robotic Process Automation
and Back Office Workforce Optimisation.
Business Systems consider every project to be unique so work closely with their customers to propose
the best-fit solution, ensuring streamlined integration and deployment so they can quickly realise a fast
return on their technology investment.
60% of the company’s personnel operate in their Professional Services division which they pride
theirselves on; offering a 24 hours service facility with a 365 day support capability. Their large team of
experienced technical experts are committed to providing a first-class service from multiple locations.
www.businesssystemsuk.co.uk
25. 25 What Contact Centres Are Doing Right Now | (2020 Edition)
13. What Equipment Do You Use for
Forecasting and Scheduling?
Spreadsheets Still Dominate WFM
Over two-thirds of contact centres (66.8%) are still using spreadsheets for WFM. Many will use these in
combination with an Erlang calculator – a tool used by almost half of contact centre operations.
What Equipment do You Use for Forecas�ng and Scheduling?
0% 10% 20% 30% 40% 50% 60% 70% 80%
66.8%
47.8%
19.4%
17.8%
13.8%
13.4%
Spreadsheets
Erlang Calculator
Hosted WFM
On Premise WFM
System
Specialist Forecas�ng
So�ware
Pen and Paper /
Whiteboard
While many of these contact centres will be happy to continue using spreadsheets for WFM, it is very
tricky for most to add flexibility to schedules, unlike in many modern WFM systems.
Perhaps most surprising is the old pen, paper and whiteboard combination, in use by 13.4% of contact
centres. Old-fashioned methods do sometimes work remarkably well.
Many WFM Systems are Still On-Premise
While most agents have moved into remote working and the cloud, many WFM systems remain on-
premise, indicating that many contact centres are still perfecting their work-from-home strategies.
In fact, almost half of contact centres with WFM systems have left their technology on-premise, perhaps
highlighting that they plan to move back to the contact centre once the pandemic ceases, either in a
hybrid or “full contact centre” environment.
26. 26 What Contact Centres Are Doing Right Now | (2020 Edition)
14. How Far Off Were Your Contact Centre
Forecasts in the Past Month?
Forecast Accuracy Has Recovered
Despite a hectic start to the year for contact centres, the industry on the whole is back on track in terms
of how it is predicting contact volumes.
How Far Off Were Your Contact Centre Forecasts in the Past Month?
20% or
More
10-19%
Off
5-9%
Off
Within 5% Not Sure
0%
5%
10%
15%
20%
25%
30%
35%
7.9%
17.0%
31.2%
22.1% 21.7%
Over half of the industry professionals that we surveyed (53.3%) reported that their contact centre
forecasts were accurate to within 10% over the past month.
Another positive finding from this poll is that only 7.9% of contact centres had a forecast accuracy that
was more than 20% off.
As the future for many companies is very hard to predict due to the COVID-19 outbreak, this is a very
positive result, although these 7.9% of contact centres will likely need to experiment more with other
forecasting strategies or refine their existing model.
27. 27 What Contact Centres Are Doing Right Now | (2020 Edition)
15. What is Your Biggest Scheduling
Problem?
Forecast Volatility is Causing Scheduling Chaos
The biggest challenge facing the WFM team in terms of scheduling is forecast volatility and peaks in
contact volumes.
What Is Your Biggest Scheduling Problem?
Vola�lity / Peaks in the
Number of Contacts
Dealing with Absence
and Lateness
Mee�ng Service Level and
Efficiency
0% 5% 10% 15% 20% 25% 30%
29.1%
16.1%
Ge�ng User Buy-in /
Schedules do Not Fit
User Preference
6.3%
Requests for
Holidays
7.9%
Other 11.8%
28.7%
If you also consider, from the previous question, that 24.9% of contact centres recorded a forecast
accuracy mismatch of above 10% last month, we can see the challenge that COVID-19 has posed to
resource planners in certain organizations.
Absence and Lateness is Also a Key Problem
It seems as though the switch to remote working has not removed problems with absence and lateness
in the contact centre industry.
In reality, this age-old problem is still causing headaches across the industry, including for planners, with
it being the biggest problem for scheduling in 28.7% of contact centres.
28. 28 What Contact Centres Are Doing Right Now | (2020 Edition)
16. What Strategies Have You Implemented
to Improve Schedule Adherence?
What Strategies Have You Implemented to Improve Schedule Adherence ?
Set Adherence Target
Research Employee
Reasons for Low
Adherence
Publish Adherence Reports
Implement Real-Time
Adherence No�fica�ons
Provide Power of One
Training
0% 10% 20% 30% 40% 50%
48.2%
39.3%
36.2%
29.0%
21.0%
Contact Centres are Using Multiple Methods to Improve Schedule Adherence
It is great to see contact centres adopting a wide range of measures to improve schedule adherence, with
the most popular option being to set targets for the metric – as 48.2% of contact centres do.
This is a classic strategy to help educate agents on the importance of being on time in the contact centre,
as is publishing adherence reports – which a further 36.2% of contact centres do.
Yet arguably the most promising finding is that 39.3% of contact centres are researching what is causing
low schedule adherence in their centre and acting on the results. This is a great way to move beyond
generic advice to uncovering solutions unique to you.
But Power-of-One Training Seems Undervalued
Power-of-one training can be very effective in improving schedule adherence, but it is only being coached
in just over one in every five contact centres (21.0%).
This training is often run by WFM professionals, who coach agents about the difference that one absent
agent has on everybody else’s workload.
29. 29 What Contact Centres Are Doing Right Now | (2020 Edition)
17. How Do Employees in Your Contact
Centre Engage With Your Planning Team?
Email, Email and More Email
While we put this out to our survey participants as an open question, the same answer kept popping up
time and time again: email.
However, there were also some other communication channels that were being used to connect agents
with the WFM team. These included:
- WhatsApp
- Video communications
- Slack channels
- Communication platforms
- Specialist HR systems
No one likes to get bogged down in email, so the option to video call or send an instant message to a
planner can be a refreshing change.
Also, having a specialized Slack channel or communication platform can work well. Agents can use these
to swap shifts with one another, and the WFM team can monitor them instead of responding to every
individual request.
Team Leaders are Acting as Middle Men
A surprising number of contact centres reported that agents have no direct communication with the
WFM team and that all of their requests go through the team leader.
The WFM team can learn a lot by trading places with leaders and taking on their task – so they can better
communicate their key messages with the team. Or they could just automate the process…
There are Also Specialist WFM Systems, of Course
A few of our survey participants told us that their agents can engage with the WFM team through a
specialist app, on both their desktops and mobile.
These sophisticated apps allow agents to easily trade shifts, update availability, call in late or sick and ask
for holiday, all while seeing how this impacts the contact centre operations.
30. 30
Speech Analytics
The Speech Analytics chapter is sponsored by Voci Technologies.
Voci Technologies offers an advanced AI-driven speech-to-text engine that powers the future of
customer voice analytics.
The technology vendor is committed to delivering innovative solutions that enable you to develop voice
data applications designed for the contact centre.
Its deep machine-learning speech technologies feature open APIs that integrate easily with multiple
audio sources, telephony providers and call recording technologies.
Voci Technologies prides itself on providing excellent transcription accuracy with the lowest total
operating cost available in the market.
www.vocitec.com
31. 31 What Contact Centres Are Doing Right Now | (2020 Edition)
18. Will the Take-up of Speech Analytics in
the Contact Centre Industry Increase Over
the Next Five to Ten Years?
Will the Take-up of Speech Analy�cs in the Contact Centre Industry
Increase Over the Next Five ot Ten Years?
48.3%35.8%
5.7%
5.3%
4.9%
Yes, DefinitelyYes, to Some
Extent
It Will Stay the
Same
No I Doubt It
I’m Not Sure
The Take-Up of Speech Analytics is Set to Continue to Rise
The vast majority of our contact centre professionals (84.1%) believe that the take-up of speech analytics
will continue to grow over the next five to ten years.
In fact, the majority of this 84.1% were absolute in their response, with more answering “yes, definitely”
than “yes, to some extent”.
This would fit the growing trend that has seen the uptake of speech analytics grow significantly from
9.2% of contact centres implementing the technology in 2016 to 21.4% in 2020. (question 3)
However, despite the technology’s strong progress within the call centre industry, some do doubt that it
will become “mainstream” before 2030.
32. 32 What Contact Centres Are Doing Right Now | (2020 Edition)
19. How Do You Select the Contacts That You
Monitor for Coaching Purposes?
Random Selec�on
From Customer /
Agent Feedback
Based on Call Type
Speech Analy�cs
How do You Select the Contacts That You Monitor
for Coaching Purposes?
0% 10% 20% 30% 40% 50% 60% 70% 80%
79.5%
33.9%
31.0%
8.8%
Old-School Call-Selection Methods Reign Supreme
Almost four in every five contact centres (79.5%) are using random selection to select the contacts that
they monitor for coaching purposes.
The fact that many more contact centres are doing this than using feedback to target calls or targeting
different call types is a slight concern – indicating that many contact centres are basing coaching on “pot
luck” alone.
This indicates that some operations are putting a lot of thought into how they can maximize their time,
by analysing the contacts that provide the best sources for learning for their agents.
Speech Analytics is Being Underutilized
If only 8.8% of operations are using speech analytics to select calls, this would suggest that many
organizations are not deploying their system to support manual call centre coaching. This seems strange,
as this is an area in which speech analytics can deliver great value.
However, with many contact centres having only recently installed the technology in the past couple of
years, it seems that some are still finding their feet with their systems.
33. 33 What Contact Centres Are Doing Right Now | (2020 Edition)
20. How Do You Measure First Contact
Resolution (FCR)?
We Don’t Measure
Measuring
Repeat Contacts
Tracking Call
Reason Codes
Using an Analy�cs
Systems
Asking the Customer
on the Call
How do You Measure First Contact Resolu�on (FCR)?
0% 5% 10% 15% 20% 25% 30% 35%
34.0%
25.5%
23.5%
8.9%
8.1%
Repeat Contacts is the Most Common Method (Controversially!)
25.5% of contact centres say that they measure FCR through measuring repeat contacts – making it the
most widespread method of calculating the metric.
But you have to be careful with this because you can never really know if the customer is calling about
the same issue or something else. There is also a chance that they will call back so far in the future that
it’s considered a separate issue.
With that being said, some of the other ways of calculating FCR in the chart are frowned on. For example,
if we ask the customer on the call and they indicate that their issue has been resolved, it is still possible
that they will discover a problem at a later date and call back. That would then be treated as a new
contact.
Tracking Call Reason Codes
The second most popular method, tracking call reason codes, will be more effective, and using an
analytics system is an even more effective method.
But, as a final word of warning, from all of the methods presented in the chart, we can see that
benchmarking FCR externally is an almost impossible task. So it’s probably best to avoid that one.
34. 34 What Contact Centres Are Doing Right Now | (2020 Edition)
21. Do You Measure Customer Emotion /
Sentiment in Your Contact Centre?
Do You Measure Customer Emo�on / Sen�ment in Your Contact Centre?
9.8%
15.0%
35.0%
40.2%
No and We Have No
Plans to Do So
Yes, and We Target
Specific Emo�ons
Yes, But We Don’t
Target Specific Emo�ons
We are Planning It
Almost a Quarter of Contact Centres are Measuring Customer Emotion
24.8% of contact centres are now measuring customer emotion, with many going one step further by
targeting specific emotions.
To target specific emotions this 9.8% of contact centres will likely be using a method called “sentiment
analysis”, which is made possible by speech analytics systems.
Many organizations define which emotions drive value for them, and these contact centres will likely be
tracking how good a job they are doing in delivering experiences that hit those emotions.
Customer Emotion is a Metric on the Rise
While the percentage of contact centres that are not measuring customer emotions is still well above
those that do, that could well soon change. From the chart, we can see that over a third of contact
centres are planning to introduce the metric in the future (35.0%).
However, 40.2% of organizations confirmed that they have no plans to introduce a customer emotion
measure into their contact centre.
35. 35 What Contact Centres Are Doing Right Now | (2020 Edition)
22. On a Scale of 1–5 (Where 5 Is Very Useful),
Rate How Useful You Would Find Each of the
Following Speech Analytics Capabilities?
On a Scale of 1-5, Rate How Useful You Would Find Each of the Following
Speech Analy�cs Capabili�es?
Finding Broken Processes
Collec�ng Customer Insights
Automa�ng Quality Scorecards
Providing Key Coaching Insights
Monitoring Customer Sen�ment
Automa�ng Advisor Form Filling
Spo�ng Cross-Selling and
Up-Selling Opportuni�es
Checking Compliance
(In this chart, 5 Stands for "Very Useful" and 1 Stands for "Not Useful at All")
0% 20% 40% 60% 80% 100%
2 15 4 3
60.7% 20.7% 14.5%
2.9%
1.2%
58.1% 28.6% 10.8%
1.7%
0.8%
54.4% 26.1% 11.6%
5.8%
2.1%
51.2% 33.5% 11.6%
2.5%
1.2%
48.1% 30.7% 13.7%
5.4%
2.1%
46.7% 32.6% 14.5%
5.8%
0.4%
46.7% 25.4% 13.7%
6.7%
7.5%
32.8% 17.9% 17.4% 9.5% 22.4%
Unsurprisingly, the ability of a speech analytics system to find broken processes came out on top,
especially considering that 43.3% of contact centre professionals believe that broken processes are a
significant barrier to running their ideal contact centre – as found in question 5.
The other three speech analytics capabilities that would be considered “very useful” by half of our survey
participants were: collecting customer insights (58.1%), automating quality scorecards (54.4%) and
providing key coaching insights (51.2%).
Speech Analytics Has Many Useful Capabilities
The chart below shows that speech analytics can provide many capabilities that over half of our industry
professionals believe would be “very useful” in their contact centre.
36. 36
Cloud
The Cloud chapter is sponsored by Vonage.
Vonage (formerly NewVoiceMedia) helps enterprises use fully integrated unified communications,
contact centre and programmable communications solutions via APIs.
True to its roots as a technology disruptor, the company has embraced technology to transform
businesses to collaborate more productively and engage their customers more effectively across all
communications channels.
With the Vonage Contact Center, organizations get a platform that delivers proven performance,
reliability and availability.
Vonage’s cloud-based solution also secures customer data, complies with the standards and regulations
that matter most and enables on-demand scalability.
www.vonage.co.uk
37. 37 What Contact Centres Are Doing Right Now | (2020 Edition)
23. How Would You Best Describe Your Plans
for Moving to a Cloud Contact Centre?
How Would You Best Describe Your Plans for Moving to
a Cloud Contact Centre?
0% 10% 20% 30% 40% 50%
2020 2019
Already Using the Cloud
/ In Process
Considering Within
6-12 Months
Not Considering
In Planning
50.0%
18.7%
14.6%
33.8%
18.7%
12.6%
19.3%
32.4%
The switch to remote working is no doubt the catalyst behind this sharp rise not only in cloud
installations but also in cloud technology.
This growth in interest can be seen in the statistic that last year 32.0% of contact centres said that they
were “not considering” moving to the cloud. This figure has almost halved in less than 12 months, all the
way down to 18.7%.
However, considering that it is much easier to set up remote working in the cloud, many will be surprised
that only 50.0% of contact centres have migrated to the cloud.
Covid-19 Has Created a Clamour for the Cloud
Half of all contact centres (50.0%) have now moved to the cloud, a sharp increase from the figure of
32.4% that was recorded in our previous survey in 2019.
38. 38 What Contact Centres Are Doing Right Now | (2020 Edition)
24. Which of the Following is/was Your
Biggest Concern About Moving to the Cloud?
Data Security Risks
Reliance on a Third Party
Provider
Perceived Trouble
Integra�ng With Exis�ng
Systems
Func�onality That Would Not
Match the Previous Capability
On Premise Solu�ons are
Heavily Customised to Meet
Company Requirements
Which of the Following is / was Your Biggest Concern
About Moving to the Cloud?
0% 5% 10% 15% 20% 25% 30% 35%
33.3%
14.4%
13.9%
13.5%
13.5%
Other 7.6%
There Would be a Wasted
Investment on Current
Systems
3.8%
There are Multiple Concerns About Cloud Migrations
While data security risks (33.3%) seem to be the industry’s biggest concern about moving to the cloud,
there are a number of other factors that worry our industry professionals.
Common other factors include being reliant on a third-party provider (14.4%), perceived trouble
integrating with existing systems (13.9%), functionality concerns (13.5%) and having to let go of heavily
customized on-premise solutions (13.5%).
Other Cloud Concerns
The major concerns have been covered in the chart above, but there were others that 7.6% of our survey
participants told us about. These included:
- Getting IT on board and understanding the technology
- Senior management buy-in
- Costs of installing new systems
39. 39 What Contact Centres Are Doing Right Now | (2020 Edition)
25. Do You Believe That a Cloud Contact
Centre Improves Customer Experience?
Do You Believe That a Cloud Contact Centre Improves
Customer Experience?
25.3%
74.7%
No
Yes
Most Believe That Cloud is the Way Forward
Almost three-quarters of contact centre professionals (74.7%) believe that cloud better complements
improved customer experience than on-premise systems.
However, with cloud being such a quickly growing technology, many might be surprised that 25.3% of
respondents did not believe that the technology could enhance customer experience.
Perhaps this is because contact centres rushed to the cloud in response to the COVID-19 outbreak and
not yet had the chance to utilize its full capabilities.
In time, we would expect the 74.7% figure to increase as the technology continues to develop and contact
centres get to grips with its functionality, easy upgrades and cost-effectiveness.
40. 40 What Contact Centres Are Doing Right Now | (2020 Edition)
26. What Do You Think Is the Greatest
Benefit of a Cloud-Based Contact Centre?
What do You Think is the Greatest Benefit of a Cloud Based Contact Centre?
0% 5% 10% 15% 20% 25% 30% 35%
Functionality and
Upgrades
Homeworking
Cost-Effectiveness
Data Visibility
Speed of
Implementation
Other
31.8%
24.8%
22.3%
9.9%
7.9%
3.3%
Doing away with this never-ending struggle is therefore unsurprisingly seen as the biggest benefit of
cloud technology – with functionality and upgrades (31.8%) taking the top spot in our poll.
This even comes above homeworking (24.8%), which has been the theme of the year, and – within that –
cloud’s ability to offer multi-site capacity and hybrid working for the future.
Some other key benefits noted by our readers included: cost-effectiveness (22.3%), data visibility (9.9%)
and speed of implementation (7.9%).
Cloud Functionality and Upgrades is a Winner
Not only does the installation and configuration of on-premise solutions take a lot of time but trying to
upgrade is no walk in the park either.
41. 41 What Contact Centres Are Doing Right Now | (2020 Edition)
27. Has the Recent Pandemic Changed Your
View on Agents Working Remotely?
Has the Recent Pandemic Changed Your View on Agents Working Remotely?
12.7%
15.5%
42.0%
29.8%
No Change – We Will Work Without
Remote Agents After the Pandemic
No Change – We Will
Stick to Our Remote Strategy
from Before the Pandemic
We are Completely
Redesigning Our
Contact Centre
to Work with a
Remote Team
We are Still Considering
How We Will Use
Remote Agents
in the Future
Only 12.7% of Contact Centres Will Go Back to No Remote Working
Little more than one in every nine contact centres have confirmed that they will work without remote
agents after the pandemic.
While 42.0% of contact centres have not yet confirmed their plans for how they will use remote agents in
the future, these statistics will be very encouraging for homeworking’s many enthusiasts.
In addition to that, 29.8% of contact centres are currently redesigning their future plans to ensure
that their operation works with remote agents – highlighting that they have had some success in their
transition to remote working.
A further 15.5%, who were already ahead of the game, will stick to the remote strategy that they had in
place before the pandemic.
42. 42 What Contact Centres Are Doing Right Now | (2020 Edition)
One Final Question....
43. 43 What Contact Centres Are Doing Right Now | (2020 Edition)
28. If There was One Thing That You Could
Improve in Your Contact Centre, What
Would It Be?
As you might expect, many of the responses to this question included investing in new technology, better
communicating with the wider department and obtaining more budget.
Yet there were many other intriguing suggestions, which included:
Improving Remote Work
- Improve connectivity for work-from-home
- Boost schedule adherence rates for remote team
- Develop a new communication system and feedback loop
- Enhance relationships between agents and senior managers
- Improve onboarding process for new remote agents
- Offer more social activities for remote workers
- Hire more agents to share workload
Better Supporting the Team
- Arrange more fun activities for agents
- Build a proper reward programme
- Increase employee engagement and buy-in of processes
- Establish well-being as key business priority
- Improve the ratio of agents to coaches
- Make agent tools easier to use
- Carry out more training and coaching
- Offer great career-progression paths
- Simplify operational processes
Customer Service Strategy
- Align process with other departments
- Create a more personalized experience
- Engage emotionally with customers
- Provide greater consistency in this period of uncertainty
- Improve service levels
- Reduce call abandon rate
- Unify culture between support areas and business operators
44. 44 What Contact Centres Are Doing Right Now | (2020 Edition)
Developing Contact Centre Management
- Refocus senior management priorities
- Improve allocation of resources
- Develop better leadership cohesion
- Boost procedural adherence
- Gain buy-in from stakeholders
- Develop customer retention strategies
- Enhance communication between the quality team and operations
- Improve leadership skills
- Improve recruitment strategy
- Move to a fully remote contact centre
- Perfect our staffing levels
- Reduce contact centre attrition
Implementing New Technology
- Apply more process automation
- Integrate the knowledge base better
- Create a single customer view
- Enhance agent desktops
- Fully integrate all customer channels
- Fully integrate the CRM
- Implement a WFM system with shrinkage reporting
- Implement screen-pop
- Improve self-service options
- Introduce a knowledge management system
- Introduce skill-based routing
- Install an omnichannel solution
- Install speech analytics
- Invest in quality monitoring tools
- Reduce manual manipulation of data
- Simplify contact centre reporting
45. This Survey Was Sponsored by
Business Systems - www.businesssystemsuk.co.uk
Business Systems is an Enterprise Communications Solutions
provider, enabling digital transformations for Contact Centre and
public sector customers.
Jacada - www.jacada.com
Jacada helps businesses take an automation-first approach to
customer experience and contact centre operations.
Vonage - www.vonage.co.uk
Vonage (formerly NewVoiceMedia) helps enterprises use
fully integrated unified communications, contact centre and
programmable communications solutions via APIs.
Voci Technologies - www.vocitec.com
Voci Technologies offers an advanced AI-driven speech-to-text
engine that powers the future of customer voice analytics.