With a little help from my... bot!

The better the technology, the better you – as a contact centre manager – are able to achieve your goals. The greater also the positive impact on both your employees and the customers. Artificial intelligence (AI) is playing an increasingly important role in this. Despite the automated process, it has the ability to help customers in a very personal way, for example through the use of chat and voice bots.
Because today's bots are getting smarter, and no longer dependent on a pre-written script, they are slowly but surely developing a degree of empathy. And that's a big advantage because it increases the efficiency of the contact centre while at the same time giving customers the feeling that they are being listened to. In fact, recent research showed that 69% of respondents who had interacted with a chatbot had experienced this as something positive.
Win-win (really!)
Of course, it is not about replacing employees with bots, but about streamlining processes. With the help of bots and AI, simple interactions can be automated, and customers are given the digital tools to solve their own problems. And that's a good thing because customers are more independent than ever: instead of contacting a service employee, about half of them prefer to look for a solution or answer themselves.
The increase in self-service is reducing the pressure in the contact centre. The result is that agents can focus on the more complex and interesting issues, which makes their work a lot more fun and increases their added value to the customer.
Research1) by Aberdeen shows that customer satisfaction is 2.5 times greater for companies that use AI than for companies that don't. In addition, they see a 2.4 times greater annual sales growth. This makes the application of AI a real win-win for the customer, the employee and the organisation.
1) Source: Aberdeen: Contact Center & CX Trends 2019
Whitepaper 'From cost centre to centre stage'
In our whitepaper ‘From cost centre to centre stage: the effect of employee satisfaction on the customer experience’ we focus on the employee. We look at factors that have a positive effect on their well-being, and what their impact is on the customer experience and the business results. Twenty pages of useful information that you can apply immediately.
How do you make your contact centre a success for employees, customers and management? In other words, how do you change it from a cost centre to the centre stage of the organisation?
Would you like to find out how to achieve this?
About DDM
At DDM Consulting, we understand that a 'one size fits all' approach is unthinkable when it comes to choosing a customer contact platform. After all, every organisation is unique! That's why we offer you a wide range of renowned contact centre solutions, and provide advice based on over 20 years of experience in customer contact.
Evolution, not revolution
Together with you, we’ll evaluate your current contact centre processes and your requirements for the new platform. We’ll advise and assist you in developing more efficient workflows, driven and supported by AI wherever possible. Based on your priorities, we’ll create a dynamic roadmap that makes the transition to a new, improved contact centre manageable.
Proactively embracing cutting-edge technology
This roadmap remains central to the project, even after the new platform is up and running. It evolves with changes within your organisation and developments in contact centre technology. Our experts assess every new release to determine its value to you as a customer. They take the initiative, ensuring you always have the relevant knowledge at your fingertips.
Creative solutions for better customer contact
And if you're looking for specific functionalities that aren't (yet) available on the chosen platform, there is plenty of scope for in-house development of add-ons tailored to your needs. Our team possesses the business and technical expertise to achieve the maximum potential, even if you've opted for an out-of-the-box solution.
DDM Consulting provides the proactive and creative approach to your CX evolution!