In 2018 we brought the world’s first employee virtual attendant (NEVA) to organizations world-wide, and now we continue to revolutionize the RPA industry with a ground-breaking offering – NEVA Unlimited.
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Transforming customer experiences
Determining how to implement or improve proactive customer service at your organization is a big swing. Inspiring the buy-in and adoption of a proactive customer service model across your contact center takes trust and patience.
Everyone in the contact center wants to deliver a great customer experience. Unfortunately, after many years of industry focus, it is not being achieved uniformly. Many centers deliver sub-optimal results and struggle with their Customer Experience (CX) initiatives.
When the European Union’s General Data Protection Regulations (GDPR) came into effect on May 25, 2018, it changed the landscape of regulated data protection law and the way call centers collect personal data.
Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too.
Onboarding a new employee is a rite of passage. We all go through it several times throughout our career. Personally, I’ve experienced pretty much every onboarding experience across the spectrum. From, “here’s your desk, good luck,” to a very thorough multi-day training. There’s a balance of course, onboarding from the point of view of the new hire is incredibly overwhelming. You’re dropped into a foreign environment and tasked with learning people, process, systems and culture as fast as humanly possible. From the point of view of your organization, there is an incredible opportunity when you’re onboarding a new employee. It’s a time when they are not yet incumbered by the day to day operation of your team.
You probably already know that forecasting is one of the contact center’s most critical functions. It enables short- and long-term planning, allows organizations to prepare for future demand and connects customers with the right agents at the right time. And in an age when contact centers are constantly adapting to new channels, new agent skillsets and rising customer expectations, getting forecasting right is more challenging than ever before.