Member Resources & Library

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Working from home in the midst of a global pandemic

Karen Christmas started her accreditation training with the pandemic and offers some top tips from personal experience.

Why was everyone moving to the cloud in a pandemic?

Speed, agility and no upfront costs are key drivers, as well as homework, but other benefits are now flowing, as your teams focus beyond just technology, to transform user experience.

How can technology make possible a seamless, customer journey that’s easy and engaging?

A quarter of organisations are dissatisfied with their Customer Experience infrastructure and capability, states the 2020 Global CX Benchmark Report. Two thirds have no cross-channel contact management and just a quarter claim good consistency across channels.

Learn from members what it takes to raise your game, so that customers are truly at the heart of your technology transformation.

How did we get everyone up and running at home overnight when lockdown hit?

We got everyone up and running at home in days, despite coming from a standing start. This is how it happened and what we learned that can help us going forwards.

How to source and structure your data

How we organise ourselves as analysts is vital. Investing time in this now means we can be agile, quick in responding to future requests and changes.

AI, analytics and machine learning: follow the data

AI capacity is doubling every 3 months and the accuracy of speech recognition is now 96%, up from 75%-80% over the last 3 decades. Almost a third of UK contact centres are looking to deploy AI in the next year, according to Contact Babel.

So, what do we need to know to speak with confidence and apply this in our real world of customer operations?

Putting people first: workforce strategy and planning in a digital world

A technology strategy needs operationalising, to put colleagues at the heart of what we do. Plan for new roles, skills development, and work blending. It will involve every stage of the planning cycle.

An 8-step plan to empower your people and better serve customers

It’s not the act of moving to the cloud that delivers business transformation. It’s how you use it to empower agents to better serve customers.

Predictive analysis: insight and forecasting

Predictive analysts create a picture of what we can realistically expect at key milestones into the future, rather than forecast a single number. If things turn out differently to what we predict, we have the information we need at our finger tips.

We are prepared. We learn quickly. We respond fast. This depends on trust in the way we manage data, assumptions or bias - and share our analysis.

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Categories: Library

Knowledge management: it’s all about the content

Our customers still hunt one simple thing: knowledge. They want answers that offer a service and solve their problems as fast as possible.