A User Interface for every type of Agent with Omningage’s Desktop Designer Tool
Contact centres play a pivotal role in driving customer satisfaction and revenue growth. However, not all agents are “Customer Service” many sit in Sales, Collections, HR or Helpdesk roles. All require different metrics so, to meet the diverse needs of contact centre users, Omningage has introduced its shiny new ‘Desktop Designer’ tool. The solution […]
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 […]
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 […]
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 […]
