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.
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?
At DDM Consulting we believe that our customers benefit most from tailor-made advice, without preference for a particular product or specific supplier. That is why we offer a wide range of intelligent omnichannel contact centre solutions, delivered by renowned partners who are all specialists in their field. This approach makes us flexible in finding the solution that best suits our customers’ specific needs and ambitions.
We guarantee a successful implementation, ensure integration with all existing back-end systems, and take care of managing and maintaining the platform. Our clients come from a wide range of sectors, from major financial institutions such as banks and insurance companies, to telecom operators, healthcare institutions, government agencies, retail, and media. We are especially known for delivering customised solutions for corporate clients with complex structures, such as customer-specific integrations with back-end systems and the development of add-ons. Sometimes we even build a completely new product! That is how we ensure that the chosen contact centre solution exactly matches our customer’s wishes, needs and business processes.
We have grown into a team of about 30 contact centre experts and are mainly active in Belgium, the Netherlands, Luxembourg, France, Germany, Austria, and Switzerland.