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The Contact Center Ghosts of Past, Present, and Future: Part 3

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By Steve Forcum, Sales Engineer, Chief Evangelist, and Podcast Host for Avaya

In the final part of this 3-part series we are visited by the Ghost of Contact Centers, Future. It is time to ask ourselves—what actionable insights can be realized and implemented?

The potential to deliver a win/win/win for all parties involved is achievable, and the Ghost of Contact Centers Future arrives to remind us of one more improvement to make. 

Dickens called Scrooge “a tight-fisted hand at the grindstone” – sound familiar? The statistics used by most contact centers focus on operational efficiency rather than the experience. How many calls were handled per hour? How quickly were the calls answered? Even more critical, how quickly did the agent disconnect with the caller, regardless of whether the caller’s issue was resolved or not? These statistics, and the insight gained from their use, come from a bygone era – one where the bulk of calls to a contact center were transactional in nature and measuring operational efficiency made sense. In essence, analytics were used to measure how many proverbial bales of hay your agents harvested during their day processing calls.

In today’s contact center, we now know calls are more unique and complex. This means  operational efficiency could matter less than customer satisfaction with the resolution. The question then becomes: Are your analytics still measuring the bales of hay, or are you measuring how many needles were found in the haystacks? 

Next generation analytics, such as Net Promoter Score or Customer Effort Score, which focus on the customer rather than operational statistics, can be leveraged to gain actionable insights into your customers’ experiences with your brand. These insights can guide not only customer service but the entire business to greater success.

What became of Ebenezer Scrooge at the end of his journey? “I will live in the Past, the Present, and the Future. The spirits of all three shall strive within me,” he swore; “I will not shut out the lessons that they teach.” What call center lessons can your business put into practice? Place your customer’s experiences at the heart of any and all changes to operations. Deploy automation in a way that helps your customer achieve their objectives, not as one that gets in their way. Assist your employees with helping these customers in a more efficient way. Coach them to see that the contact center isn’t creating an army of evil robots that will take their jobs, but that instead, AI that helps make their jobs better. 

Understand that when an agent’s job becomes more efficient, it not only creates better customer outcomes while delivering operational efficiencies, it also increases the satisfaction they take in their work, so that they are more likely to stay. Happy customers + happy employees sound like a holiday recipe for a smooth – and profitable – end of year.

Consider once again the three ghosts that call upon Ebenezer Scrooge in the Charles Dickens’s classic, A Christmas Carol. Contact centers are being visited this Christmas season by the ghosts of the past, present, and future, giving them the insight they need to move forward toward a better tomorrow.

To learn more about automation and how Avaya can help, reach out to a sales representative today.

Original Article: cio.com

Finance

China’s Economy Grows Despite Int’l Challenges: Turkish Expert

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© Provided by Xinhua

China would continue to contribute to the global economy, especially with the Belt and Road Initiative, and the Regional Comprehensive Economic Partnership (RCEP) agreement, said Turkish economist Sinan Alcin.

ISTA

Original Article: bignewsnetwork.com

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UK PM Boris Johnson Arrives in India for Two-day Visit

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Ahmedabad (Gujarat) [India], April 21 (ANI): UK Prime Minister Boris Johnson on Thursday landed in Gujarat’s Ahmedabad for a two-day visit to India with focus on stepping up cooperation in the Indo-Pacific, giving momentum to negotiations on Free Trade Agreement (FTA) between the two countries as well as enhancing defence ties.
Johnson started his visit from Ahmedabad where he is scheduled to meet with leading business gr

Original Article: bignewsnetwork.com

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Senate Panel Advances Sandra Thompson’s Nomination As FHFA Director

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The Senate Committee on Banking, Housing and Urban Affairs confirmed the nomination of Sandra Thompson to serve as the next director of the Federal Housing Finance Agency, sending her nomination to the full Senate.

The vote passed 13 to 11, with all 12 of the committee’s Democrats and one Republican voting in favor of advancing Thompson’s nomination.

During the session, the committee also approved the re-nomination of Federal Reserve Chair Jerome Powell, the nomination of Federal Reserve Gov. Lael Brainard to be Vice Chair, and Philip Jefferson was confirmed as a member of the Federal Reserve.

Lisa Cook’s nomination to be a member of the Federal Reserve concluded in a tie. Cook, if confirmed by the full Senate, would be the first Black woman to serve on the Federal Reserve board.

Thompson in a statement said that she appreciates the support from Committee members and looks “forward to continuing to work with Congress as [she] fulfills [her] current role as Acting Director while the nomination process proceeds.”

In February 2022, the confirmation process of Thompson and a handful of Fed nominees stalled after Senate Republicans boycotted the vote.

At the time, Pennsylvania Sen. Patrick Toomey, the ranking Republican on the committee, critiqued the nomination of Sarah Bloom Raskin, who was nominated to be vice chair for supervision of the Federal Reserve.

Toomey questioned Raskin’s ties to Reserve Trust Company, a Colorado-based fintech startup that gained access to the Fed’s payment system in 2018. After Democratic West Virginia Sen. Joe Manchin said he would not vote for Raskin due to her views on climate change, Raskin withdrew her nomination.

The committee’s confirmation of Thompson, who has been leading the FHFA since June 2021, will be welcome news to many industry stakeholders and affordable housing advocates who have been calling on her confirmation.

Bob Broeksmit, president of the Mortgage Bankers Association, called Thompson “a breath of fresh air” during the ICE Experience Conference in Las Vegas this week.

“Her administration is really focusing on the ways in which Fannie Mae and Freddie can achieve its mission to make homeownership available and affordable to low- to- moderate income borrowers and to black and Hispanic borrowers who own homes at shamefully lower rates in this country, than people who look like me,” he said. “And I think that Fannie and Freddie, under Sandra Thompson’s direction, will come up with some really innovative ideas.”

Early on in her tenure leading the FHFA, Thompson said that she would prioritize sustainable lending practices and expand credit to underserved communities.

“As a longtime regulator, I am committed to making sure our nation’s housing finance systems and our regulated entities operate in a safe and sound manner,” Thompson said in June 2021, when she was appointed acting director. “We can accomplish this, and at the same time have a laser focus on mission and community investment. There is a widespread lack of affordable housing and access to credit, especially in communities of color.”

Since then, Thompson has made substantial headway. Within three months of her tenure, she set new affordability benchmarks to expand access to credit in underserved communities, made on-time rental payment history part of Fannie Mae’s underwriting process and signed a historic interagency fair lending agreement.

The post Senate panel advances Sandra Thompson’s nomination as FHFA director appeared first on HousingWire.

Source: housingwire.com

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