The human factor Most problems start with people. Cloud contact centres replace the fixed costs of an on-premises solution with flexible costs that rise and fall with call volumes. What about the people? Agent salaries make up more than 60% of a contact centre’s running costs. Employing part timers to work during peak hours is […]
E-mail – the “Cinderella” channel E-mail has been called the “Cinderella channel” of contact centres. As the first “digital” channel, it has also been called the channel that put the “contact” into contact centres. According to Hubtype, in 2017, e-mails were the second most popular communication method taking, on average, an 18% share of interaction […]
Chatbots – origins and explanations Technology has always driven the contact centre industry. Contact centres allowed customers to contact companies from their own homes or offices without having to visit local branches. More recently, the development of the internet led to digitization and alternative communication channels. Webchat allowed customers to enjoy the instant response of […]
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 […]
The challenge The global pandemic forced many businesses, including contact centres, to send their staff home to work. Contact Centre leaders faced massive challenges, since they relied on their physical presence to see and respond to what was happening. Now they are “flying blind”. They have to see and fix problems when they, their agents […]
Thomas Watson, the President of IBM, famously said that there was a “world market for maybe five computers”. Bill Gates made it his intention to have a “computer on every desk and in every home”. Graphical user interfaces allowed millions of ordinary people, instead of specialists, to use information technology. OMNINGAGE Connect’s admin application is […]
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How OMNINGAGE with Amazon Connect can speed your agents up and reduce your operational costs?
IT cost savings: Many organizations are considering replacing their on-premises contact centre platforms with cloud-based solutions, such as Amazon Connect. The advantages for IT are obvious. On-premise contact centres represent fixed costs in the form of annual depreciation as well as annual licence and maintenance fees. Cloud-based solutions don’t have the hardware, so there is […]
The “backbone of the army….” There’s a well-known saying that sergeants and corporals are the backbone of the army. Likewise, <strong”>supervisors and team leaders are the backbone of the contact centre. In both cases, they provide the “hands on” interface between senior management and the people who do the actual work. Both non-commissioned officers in […]
Mick Jagger was not the father of cloud security. However, the title of his song does neatly summarize the mission of every Data Protection Officer who watches over IT systems running on cloud platforms such as Amazon Web Services. Cloud usage grows with the pandemic Since the start of the global pandemic, the use of […]
The emergence of chat as a customer service channel Back in the 1990s, contact centres were called call centres, because they only handled calls. IP telephony was in its infancy. The power of today’s digital world had yet to be released. It wasn’t until the internet started gaining popularity, and smartphones put the internet in […]