3 Critical issues facing contact centres today and how to overcome them, from Puzzel
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Thomas Rødseth reviews <strong>Puzzel</strong>’s three most popular 2017 <strong>contact</strong> centre<br />
white papers<br />
Mary Phillips<br />
PR Artistry<br />
Lower Woodend Barns Fawley Henleyon-Thames<br />
OXON<br />
44 1491 845553<br />
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PressReleasePing - December 14, 2017 -London, UK - During 2017 <strong>Puzzel</strong> published a series of white papers.<br />
Debating some of the hottest <strong>issues</strong> in the <strong>contact</strong> centre industry, these documents were originally designed <strong>to</strong><br />
create an interactive <strong>Puzzel</strong> community by providing a platform for discussion <strong>and</strong> encouraging learning <strong>and</strong><br />
knowledge-sharing among cus<strong>to</strong>mer service professionals. The three most read white papers are an interesting<br />
barometer of what matters most <strong>to</strong> <strong>contact</strong> centre leaders, therefore we have compiled <strong>them</strong> in<strong>to</strong> our first “<strong>Puzzel</strong><br />
Book”, something we hope will become a firm <strong>and</strong> favourite <strong>Puzzel</strong> tradition.<br />
The 2017 edition will help <strong>contact</strong> centre leaders <strong>to</strong> gain fresh perspectives along with a few takeaways <strong>to</strong> implement.<br />
In particular, organisations will:<br />
Discover 20 strategies <strong>and</strong> initiatives <strong>to</strong> improve employee engagement<br />
Learn <strong>how</strong> <strong>to</strong> work smarter not harder<br />
Keep up with the next generation of cus<strong>to</strong>mer service in the brave new world of Artificial Intelligence (AI)<br />
Top three white papers <strong>and</strong> trends at a glance<br />
The final trio of white papers that make up the new <strong>Puzzel</strong> Book <strong>and</strong> illustrate three critical <strong>issues</strong> <strong>facing</strong> <strong>contact</strong><br />
<strong>centres</strong> everywhere.<br />
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1. 20 Ways <strong>to</strong> Improve Employee Engagement in Contact Centres<br />
So what is the significance of having highly engaged employees? According <strong>to</strong> Gallup’s February 2017 report “State of<br />
the American Workplace”, it’s a hugely important fac<strong>to</strong>r in everything <strong>from</strong> reducing employee churn <strong>and</strong> absenteeism,<br />
<strong>to</strong> improving productivity <strong>and</strong> cus<strong>to</strong>mer experiences. Its US research revealed:<br />
73 per cent of ‘actively disengaged’ <strong>and</strong> 56 per cent of ‘not engaged’ employees are looking for jobs or watching<br />
for opportunities, compared <strong>to</strong> 37 per cent of ‘engaged’ employees<br />
Highly engaged business units result in 21 per cent greater profitability<br />
Highly engaged business units realise a 41 per cent reduction in absenteeism <strong>and</strong> a 17 per cent increase in<br />
productivity<br />
Highly engaged business units achieve a 10 per cent increase in cus<strong>to</strong>mer ratings <strong>and</strong> a 20 per cent increase in<br />
sales<br />
In this White Paper, we suggest 20 strategies <strong>and</strong> initiatives <strong>to</strong> improve employee engagement.<br />
2. How often is your <strong>contact</strong> centre the cause of inbound cus<strong>to</strong>mer <strong>contact</strong>s?<br />
That’s a question which can change everything. From <strong>how</strong> the <strong>contact</strong> centre sees its role, <strong>to</strong> the kudos it receives <strong>from</strong><br />
the rest of the organisation. However, it’s quite a journey <strong>from</strong> where most <strong>contact</strong> <strong>centres</strong> are currently operating, i.e.<br />
as a dustpan <strong>and</strong> brush cleaning up after the rest of their organisation.Today’s cus<strong>to</strong>mer expects a lot for their loyalty.<br />
Reactive cus<strong>to</strong>mer service is therefore yesterday’s game plan. Nowadays, working smarter rather than harder is the<br />
name of the game.<br />
This White Paper lays out a framework <strong>to</strong> help you realise an effective service strategy.<br />
3. Everything you need <strong>to</strong> know about Intelligent assistants, bots <strong>and</strong> self-service for your <strong>contact</strong> centre<br />
In 2016, the world woke up <strong>to</strong> the reality of Artificial Intelligence following a series of news announcements <strong>from</strong> some<br />
of the world’s technology giants - Microsoft released their bot framework; Facebook opened up its Messenger platform<br />
for bot building; Google introduced its own Allo messenger <strong>and</strong> voice-enabled home speaker <strong>to</strong> keep pace with<br />
Amazon’s successful Alexa <strong>and</strong> Echo combination <strong>and</strong> Apple opened up iMessage <strong>to</strong> third party integrations <strong>and</strong><br />
announced the Siri development kit (SDK).<br />
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<strong>Puzzel</strong>’s white paper outlines the brave new world of AI <strong>and</strong> aims <strong>to</strong> trigger a discussion about <strong>how</strong> your own <strong>contact</strong><br />
centre fits in<strong>to</strong> the overall context of intelligent assistants, bots <strong>and</strong> self-service. It then offers some survival strategies
on <strong>how</strong> <strong>to</strong> keep up with the next generation of cus<strong>to</strong>mer service.<br />
The first “<strong>Puzzel</strong> Book” is available now. For a copy of the 2017 edition <strong>and</strong> <strong>to</strong> view <strong>Puzzel</strong>’s complete series of white<br />
papers, visit www.puzzel.com<br />
Thomas Rødseth, is VP of Product <strong>and</strong> Marketing at <strong>Puzzel</strong>.<br />
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Category: Technology<br />
Region: Europe<br />
Tags (meta-keywords): <strong>contact</strong> centre technology, cus<strong>to</strong>mer services, call centre technology<br />
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