Future of the Contact Centre Conference

Advances in Artificial Intelligence (AI), chatbots, digital channels and self-service all contribute to improved customer experiences. But like the early days of IVR, AI adoption runs the risk of customer frustration if not applied thoughtfully to the end-to-end customer and agent experience. In this session learn: current AI adoption trends, how to get the most of early AI investments, how CXone delivers end-to-end AI to keep you and your agents one step ahead.

Do you really understand how your customers want to interact with your organisation? Have you asked yourself whether it is appropriate to push your customers towards a virtual conversation before they can interact with a human being? Just because omnichannel has worked for some, is it really a one size fits all? With ever-changing customer bases, expectations of first point resolution and a push to embrace technological changes, have you considered whether all your front line employees are prepared for any customer contact that they may have? In this presentation we’ll discuss the learns of synergising multi-channel communications, how best to interact with customers and how to utilise the findings from web chat, bot chat and speech analytics to ensure that any interaction with a customer focuses on emotional intelligence rather than concentrating solely on business process.

Vendors are promising the world with their chatbots or virtual assistants! But, according to recent research by Forrester, 54% of US consumers think that interactions with chatbots will negatively impact the quality of their lives. Forrester also predicts a significant chatbot backlash. In fact, a customer recently called the virtual assistant of a business he was dealing with a “virtual idiot”! How can you make sure your chatbot does not meet the same fate?

The principle of Customer Success started in the SaaS (Software as a Service) Industry, it has slowly migrated to technology companies who are looking to shift towards outcome based commercial modelling. With the drive to Digital Channels how do we enable the scarce physical resources to maximise the benefit for both customer and business alike. The questions are: How do we create the right insight through Digital Channels? How do we enact on those insights? What is the correct blend between digital and physical?

In this day and age where every contact counts in your engagement center, manual QA and customer survey data with their statistically imprecise results is giving way to the significant advantages of 100% interaction analytics. There is a growing recognition that speech analytics is a must have technology for organisations to support improved agent performance, customer satisfaction, reduce operating costs, increase sales revenue and support regulatory compliance. While the gains from automated analytics in agent performance, voice of the customer insights and optimal contact centre outcomes is real, for some the notion of migrating from a manual QA and survey only CX analysis can appear to be a daunting process. It doesn’t have to be!

Join CallMiner’s Mark Lockyer as he overviews how the technology works and how speech analytics can be configured to support the measurement and improvement of customer experience highlighted by actual customer case studies with real, sustained outcome improvement results.

Nick will talk about his vision for the contact centre of the future that harnesses brilliant customer conversations to deliver insight across the organisation so that ultimately it becomes a self-funding CX and Insight hub and the steps Sky Spain have taken to make this future view a reality. Its all about a change of mindset and leveraging new technologies the right way whilst taking the contact centre back to its roots by just offering people the simple, human service they want.

You can design excellent customer journeys, develop efficient operational processes to support them, and invest in the right technology to make it all possible. But without well-trained, highly engaged contact centre staff that feel valued and empowered to succeed, you’ll still miss the mark when it comes to delivering a world class customer experience. According to Gallup, businesses with high employee engagement experience 24% lower turnover, 17% higher productivity, 20% higher sales, and 10% higher customer satisfaction than their disengaged counterparts.  Developing a highly engaged workforce requires a commitment to providing a great employee experience. Fortunately for today’s CX and contact centre leaders, a number of innovative technologies are well-positioned to contribute to a better employee experience in the contact centre of the future.Join Talkdesk’s Garry Ovenell, Head of Solution Consulting as he explores how the right combination of strategy, process, and technology can help customer-obsessed organisations cultivate employee engagement and unlock their true CX potential.

Adrian will outline how Co-op implemented a global business services model to achieve the economies of scale and expertise it needed to support its “Stronger Co-op, Stronger Communities” ambition. The approach, which puts customers and colleagues at the heart of the transformation, was “Highly Commended” at the 2019 Engage Awards in which Co-op also won Best Use of Voice of Employee.

Over the past few years, we have seen a convergence of the Contact Center and Customer Experience disciplines. With digital transformation initiatives and the increase in channels that the Contact Center is now managing, these centers are fast evolving into “Experience Centers”. This convergence represents a great opportunity for organizations to leverage the millions of interactions flowing into Contact Centers to continuously improve the experience of their consumers, while simultaneously optimizing key business and operational metrics. In order to do so, Contact Centers are also becoming far more sophisticated from an analytical perspective, evolving from relatively simplistic analysis of operational metrics to far more advanced and complex analytics that can tap into every word and sentence spoken, chatted, emailed or posted. Jagrit Malhotra from Clarabridge will discuss these trends in more detail.

M&S has adopted Artificial Intelligence for Retail Stores and Customer Services in 2018 as part of the enterprise digital transformation programme.

The solution runs on a custom-build, multi-cloud platform fondly called ‘Ava’. Its success exceeded expectations on all counts: customer engagement and satisfaction as well as operational efficiency.

The presentation gives insights into what makes Ava and its ecosystem special: the people, the processes and the tools.

Justin will be talking about how NFON enable businesses with an effective, reliable omni-channel cloud contact centre solution and why every customer-facing organisation needs to have this as part of their customer service and cloud strategy.

This talk will cover the changing face of customer service for a younger demographic of millennials and Gen Zs, and how currently common contact methods, such as email and phone, are becoming less popular. With the rise of new contact channels and forms of technology, both hardware and software, now becoming the norm/preferred method of contact, we will look at how can these be leveraged to your advantage. I’d like to talk about my experiences of dealing with these scenarios from the successes to the pitfalls, how success was measured and importantly how I kept a focus on the customer experience. Also as this demographic ages and becomes more mainstream, we will look at what this means for contact centres in the future, both from an international perspective and an AI capacity.

I used to be a CSE, it is a challenging role.

Customer can get stressed – they are not in control.

Customers want to be heard – we must listen.

CSEs can get stressed – they are not in control.

CSEs want to be heard – are we listening?

Back when I first started, wrap-codes, marketing codes & refund reasons represented the full extent of VOC capture. Fast forward to 2020 and many of us will be balancing multi-channel contact centres, including social media & review site responses. At BBM we cover XXX channels. Working on various systems isn’t ideal. However, we have ensured that VOC is captured across channel – explain tech, explain CX journey. Crucially we have open channels for VOE to be capture, mirroring that of the VOC – explain process, explain tech Prioritisation of development request are taken from VOC & VOE. In Customer Support we can’t dictate the businesses next steps. However, we CAN ensure it hears and listens to not only it’s customer but employees alike – as we often find, they are asking for the same thing.

By listening in this way, we continue to develop Better Insurance, For Everyone. And along the way we are achieving high NPS score from both customers and CSE alike.

Voice enabled Virtual Assistants in Liberty Mutual Insurance’s Call Centres are handling 160k+ calls per month with zero call time queueing and 100% reliability, saving the business millions of dollars. There are numerous categories of calls being deflected away from the traditional call centre. The Virtual Assistants are capable of fully answering an extensive list of caller queries, as well as being able to redirect the caller to the most appropriate team member or department. Laura McFarland and Chris Gormley from Liberty IT (Liberty Mutual’s technology arm), will inspire your audience to leverage emerging tech within their organisation. They will talk through their Virtual Assistants which use cloud-based Amazon Connect and Amazon Lex. They will share how their innovation is saving Liberty Mutual millions of dollars each year and has been named as a best in class example by Amazon.