17 May 2018

How Gamification Supercharges Employee Performance in the Contact Center

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

First thing’s first: What is gamification?

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

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

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

How will this benefit the organization?

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

14 March 2018

4 Reasons Global Enterprise Need Cloud

Written by Martin Borowski, Posted in Contact Center, ComputerTalk

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

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

12 February 2018

Empowering contact center agents with AI

Posted in Contact Center, ComputerTalk, Technology

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

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

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

11 January 2018

Why do you need omnichannel agents?

Written by Christopher Liko, Posted in Contact Center, Unified Communications

Nearly every contact center uses more than one channel to provide services to customers.

Many modern contact centers even deliver services through three or more channels. If you aren’t delivering services on the channels that your customers use the most, you are missing opportunities to connect with them on a daily basis. The contact center provides organizations with the ability to unify customer experience across channels, but how can you ensure that your agents are also providing a unified experience?

Omnichannel agents

Enabling your agents to use all contact center channels is the key to unifying customer experience. Providing your agents with the ability to use all contact channels ensures that customers receive the same experience regardless of what channel they are using. Many customers use multiple channels to interact with organizations, so having the ability to obtain the same information and the same level of service across channels is crucial.

Omnichannel efficiency

Enabling agents for all contact channels means a significant increase in efficiency. Having agents handling multiple contact types means that no agent sits idle when the volume for a specific channel is low. If the contact center is not receiving many emails, this means that the agent can still handle voice calls while volumes are low. This means less idle time for agents, shorter wait times for customers, and a unification of contact channels.

Getting up to speed

Many contact centers have agents that handle specific contact channels, but are not trained to handle other types. For example, a voice agent may not be trained for social media interactions, or an IM agent may not be trained to handle voice calls. This training barrier can present a major issue in contact centers that handle a number of contact types.

ice Contact Center helps organizations overcome this. ice handles voice calls, emails and IMs in the same format they are received in. However, all other contact types take advantage of these three channels for agent handling purposes. For example, social media messages are handled by agents as IMs, as are SMS messages. Social media posts are handled by agents as emails. Any contact type in ice is handled as voice, IM or email. This provides a unique opportunity to organizations, as they can train omnichannel agents, simply by training them on three contact types.

To learn more about maximizing your organization’s efficiency by leveraging omnichannel agents, request a demo here: ice contact center demo.

05 January 2018

3 augmented reality applications for the contact center

Written by Christopher Liko, Posted in Contact Center, ComputerTalk, Technology

Many years ago, augmented reality, or AR for short, was viewed as a signal that humanity had reached “the future.” Society has fantasized for decades about what augmented reality would look like and how it would be used. An excellent example of this was Terminator’s augmented reality vision in Terminator 2. We envisioned a world where detailed information about the world around us could be displayed in an instant.

Now that we live in a world where augmented reality is a real thing, what does that look like? Some of the obvious answers are all around us. Millions of people have downloaded and played mobile games such as Pokémon Go, that layer a virtual world on top of the real one. Games such as these leverage real-life landmarks and activities to provide an immersive gaming experience that straddles the line between fantasy and reality.

Games aren’t the only modern application for augmented reality. The recently unveiled Magic Leap One brings with it the potential for a number of groundbreaking new uses for the technology. In this article, CMO features a handful of exciting ways that businesses have used augmented reality article, CMO features a handful of exciting ways that businesses have used augmented reality. These examples make it clear that augmented reality has uses in advertising, product design, retail and more. Now let’s look at some ways AR can enhance the contact center experience.

18 December 2017

Contiguous communication: real-time channel switching

Written by Christopher Liko, Posted in Contact Center

Contiguous: sharing a common border; next or together in sequence.

Contiguous communication is the fabric that holds together the contact center of the future. It provides the contact center with the ability to unify the customer experience across any device, media format and channel. Contiguous communication enables agents and customers alike to switch between modalities and media formats in an instant.

In this biweekly blog series, we will present the capabilities and features made possible by contiguous communication. First, we want to discuss the ability to switch modalities in an instant.

Contiguous communication enables the linkage of customer profiles across channels. This enables customers to switch channels while continuing to interact with the same agent on the same contact. Switching channels in real time is a crucial feature for customers that may be on the go, or lose access to a specific channel. For example, a customer using instant messaging may need to get in the car and drive, so they no longer have access to the instant messaging channel. Contiguous communication enables the customer to switch from instant messaging to a phone call in real time, so that they can continue the conversation without interrupting their daily activities.

The objective of contiguous communication is to make the customer experience feel natural and effortless. In a digital world, your business no longer competes only with your competitors. You are competing with the customer experience provided by device manufacturers, application developers and any other business-customer touchpoint. Customers have a short attention span, and if their experience is not effortless, they will become frustrated and give up.

Contiguous communication helps your organization make leaps ahead in customer experience. If you want to provide exceptional experiences that set you apart from competitors, you need the power of contiguous communication in your contact center. To learn more, contact us here.