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 […]

Putting the Omni back into Omnichannel

What is Omnichannel & why does it matter? It’s often thought that if a contact centre handles customer requests through voice, email and chat, that makes it an omnichannel contact centre. Handling requests through a number of channels puts the “channel” into Omnichannel, but not the “Omni”. The “Omni” part is related to the customer’s […]

Measuring CSAT

The many faces of Customer Satisfaction (CSAT) Customer Satisfaction (CSAT) is one of the most talked-about KPIs in contact centres.  It’s also a broader concept. In this book, “Your call is important to us”, Boris Najafov mentions that at least 3 KPIs are considered to be CSAT measurements. The first is First Contact Resolution (FCR). […]

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 […]

Every Cloud has a Silver lining for Commercial-sized Contact Centres

The question The adoption of cloud-based contact centre solutions has  drastically accelerated with Gartner predicting that 50% of all contact centres will make the journey to cloud by 2022. ‘Why are so many Contact Centres adopting cloud-based solutions? What are benefits, what are the risks’? The challenge A typical commercial sized contact centre employs anything […]

Clouds on the horizon – fighting climate change

Climate change – the gathering storm While the COP26 Climate Change Conference recently dominated headlines, climate change has been on peoples’ minds for much longer. Sunny Dhami wrote an article about business sustainability in CallCentreHelper back in 2019 that is still relevant today.  Dhami described 5 reasons why business sustainability makes good business sense. Brand […]

Equipping leaders for the new normal

The challenge: “Coronavirus has completely changed how people think about where or how you should work” – Eric Yuan, CEO of Zoom Video Communications Inc. Contact centre team leaders face an unprecedented challenge – how to coach agents to improve both operational performance and customer experience when they are not in the same building. Adapting […]