Insight

It is safe to say that contact centres have noticeably changed in a relatively brief period, and it is for the better. Contact centres are undergoing a fundamental metamorphosis that has improved how they operate and strengthened their interactions with customers. More meaningful developments are likely on the horizon.

Having yesterday announced that it will be closing a key customer helpline for six months of the year, HMRC has backtracked almost immediately – stating that it is “halting its plans in response to the feedback.”

Artificial Intelligence (AI), has the power to ensure that your company is providing the best customer service that it can. Here is a 3-step guide on how to use AI effectively in order to revolutionise your company’s contact centre. It has been proven that when used effectively, tools such as Chatbots and Agent Assistants have the power to boost agent productivity and increase customer satisfaction. According to research conducted by Microsoft, over half of business leaders (51%) in the UK say that their organisation does not have any form of AI strategy in place (Microsoft 2018*). Moreover, Gartner has warned that any customer-facing brand that has not already implemented a AI platform into their organisation “runs the risk of  being left behind by the competition” (Gartner 2019*). 

Understanding the daily anxieties and stresses which existed; not just within our industry but in the wider general community was, and still is an everyday consideration for our staff. Throw a pandemic into the mix and some 650,000 redundancies across the country in such a short period of time and you can see now, more than ever, just how many people are suffering with their mental health.

Ghosting is a well-known irritation of the dating game but now young people are blanking firms who offer them interviews… and even jobs. A survey found that the practice of cutting off contact and ignoring someone on a dating site without explanation has become common practice among job-hunters. An astonishing eight in ten (79 per cent) of Generation Z and Millennial job-seekers – defined for the study as those aged 18 to 24 and 25 to 39 respectively – have engaged in ghosting in the past year.

CCP were approached by a famous English staple for Horse & Motor Racing as they were looking at a new project which would ensure the future excellence in Customer Journey for its national and international customer base.