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 […]
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 […]
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 […]
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 […]
Why do eagles drop tortoises on rocks?
Fun fact of the week! Aeschylus, the ancient Greek playwright, had fought in and survived the three main battles of the Persian wars. He died at the age of 67 when an eagle dropped a tortoise on his bald head.Why do eagles drop tortoises on bald heads? What’s this got to do with IT? Eagles […]
