3 Critical issues facing contact centres today and how to overcome them, from Puzzel
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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