The humble telephone has been a fixture of the customer engagement experience for many decades. It’s still a hugely important piece of the puzzle, but the evolution in mindset of the younger generation means that it’s now becoming a last resort rather than a first …
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Back Office
Easing automation anxieties through up-skilling
Automation is a word on the lips of many a business professional these days. Inevitably it inspires hope for the future for many a decision-maker, but it’s also responsible for raising fears amongst workers that their jobs might be under threat. With OECD figures predicting …
AI will shape the future of digital banking
With the commoditization of banking services, the biggest differentiator for banks today is customer experience. Customers are far more likely to choose a bank based on factors such as the ease of navigation or quality of issue resolution; rather than on the actual offerings.
This creates a challenge …
Share and share alike: why user groups and collaboration work
For many organisations, speaking with competitors in your industry about their internal processes may seem counter-productive. Like any business, there are innumerable clever and strategic ways in which your department or company has been able to make cost savings, increase productivity and create operational efficiencies …
What should contact centre managers focus on at the start of the new year?
So you’ve just come back from what may have been a few days or a week off over the holiday period. You’re refreshed and ready to start the new business year. So what is it you need to be thinking about when you first get …
Conversational systems are the future and there is no running away from this dialogue
Recently, I stumbled upon a very interesting video by one of my favorite music composers -Hans Zimmer. It was an introductory clipping of his online music tutorial -MasterClass, where he was trying to explain to his prospective students how composing music is a fairly simple …
Contact Center Leaders: Is Your Back Office Ready for the Holiday Rush?
Businesses had plenty to be thankful for this past Thanksgiving—according to MarketWatch, American consumers spent $1.93 billion during the holiday, an 11.5 percent increase from last year. To follow up the strong Thanksgiving sales numbers, Black Friday and Cyber Monday spending hit $5 billion for …
The New Patient Advocate in the Back Office: Workforce Management
During the throes of day to day operations, nurses, medical secretaries and physicians are often facilitating communication between physicians and patients. Patients call daily with triage questions, inquiries about medical instructions, updates on changes in conditions, and to receive test results. Patient calls are typically categorized …
Infographic: 4 Customer Promises that Start in the Back Office… and How to Keep Them!
When you think about improving the customer experience, the back office might not be the first thing that comes to mind. After all, most customer-facing interactions happen in the front office. But without the speed, efficiency and quality of effective back office operations, your front …
Eight Benchmarks for Back Office Effectiveness
In a recent blog, we talked about productivity in the back office being vital to good customer engagement in the front office. For many enterprises, especially those in service-based industries like banking, mortgage origination and insurance, the back office is at the very heart of …