Addressing agent stress with well-designed technology

Sources of agent stress In her recent article, Patty Yan identified 10 sources of agent stress. The top source was “Dealing with angry customers”. Number 6 was “Inadequate technology or equipment”. She described how one source could have a compound effect on the others. Slow loading applications make customers angry because they have to wait, […]

Speech Analytics – The “bigger boat” for bigger data.

“You’re going to need a bigger boat” Early in the film “Jaws”, the main characters go out on a fishing boat and have their first encounter with the great white shark. When they understand just how big and dangerous it really is, Brody, the Sheriff, then tells the captain: “You’re going to need a bigger […]

Self-service: How to handle increasing volumes without breaking the bank

Context In the late 20th century, companies recognized that serving customers remotely was more cost-effective than serving them face to face. The contact center industry was born. Since then, interaction volumes have risen sharply, as has the number of agents employed to handle them. The greatest cost is people. Thomas Moroney, writing for Customer Think, […]

Speaking the customer’s language

Everyone speaks English – don’t they? Despite Brexit and the pandemic, business still becomes more internationalized. The European Union (EU) has 24 official languages. These do not include languages spoken by non-EU nationals that live in the EU in sufficient numbers to justify contact centres handling requests in their own languages. For example, many organizations […]

Sentiment analysis – unravelling the mystery

What is it? In their September 2019 article, Nexidia defined sentiment analysis as a “branch of speech analytics that focuses specifically on assessing the emotional states displayed in a conversation.” Cloud computing has made sentiment analysis available for a much lower price, so interest in it has increased greatly. Customers usually make decisions based on […]

Enhancing the enhancements! Omningage’s response to Amazon Connect enhancements

The situation In early December, at their re:Invent conference in Las Vegas, Amazon Web Services (AWS) announced some major product enhancements for Amazon Connect, their cloud-based contact centre. We will explain these enhancements and what Omningage is doing to include and add to their power within its own products. Contact Lens: Call Summarization Amazon Connect’s […]

Contact Centres and the Insurance Industry

Evolution In his recent article, Tony Iero describes how insurance companies have been using contact centres since the late 1970s. Originally, they only operated during office hours and were intended to supplement brokers and insurance agents by allowing policyholders to ask questions over the phone, make changes to an existing policy or to file a […]

Bringing contact centre culture home to the agent

The great experiment March and April 2020 will go down as one of the greatest industrial experiments in history. As Covid struck,  millions were sent home to work with no more than two weeks’ notice. Many estimated that getting everyone to work from home would take 18 months. The technical challenges were massive, but could […]

Improving Agent Experience

The “Great Resignation” Approaching 2022, organizations face a new human behaviour related challenge, the “Great Resignation”. Kate Morgan reported this for the BBC in July 2021: “A Microsoft survey of more than 30,000 global workers showed that 41% of workers were considering quitting or changing professions this year, and a study from HR software company […]

Gamification and Octalysis

Octalysis-based gamification – re-engage your agents in a hybrid working environment Agent engagement Traditional methods of engaging and motivating contact centre staff no longer work in a hybrid working environment. Agents are no longer physically grouped reducing the effectiveness of old methods such as playing background music to build an energetic atmosphere on the calling […]