While AI is currently on everyone's radar, and applications are available and ready for use, the contact centre industry's ability to implement and adopt true AI remains some way off. As it stands, AI permeates the contact centre in pockets, most commonly in intelligent chat bot solutions that automate responses, or allocate calls to the appropriate agent.

The evolution of customer experience

We’re all aware that customer experience has come a long way from traditional reward programmes. It’s no longer purely a measure of satisfaction, but a business imperative, grounded in customers’ changing needs and expectations, and these changes have important implications for how customer experience is operationalised.

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Hahn Collections partnered with Pivotal Data to integrate WhatsApp for Business into the company's contact centre operation. The company's pay-on rate is now five times higher than the rate achieved when using SMS. The results achieved using Pivotal Data's WhatsApp for Business platform has prompted Hahn Collections to implement the service across all of the company's clients.

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Leveraging Pivotal Talent's automated solution in SelectONE's recruitment process helps to deliver cost and operational efficiencies by streamlining hiring and delivering faster results, without sacrificing accuracy.

And by making more accurate selections upfront, SelectONE boosts talent retention, which reduces the costs associated with hiring the wrong person or responding to high staff attrition rates.

In a world of hybrid working models, a rapidly evolving technology landscape and growing reliance on the contact centre as a first-line engagement channel, delivering exceptional employee experiences has never been more important for contact centre leaders.

In our new world, where same-day delivery, instant transactions and on-demand service have become the norm rather than the exception, businesses will increasingly compete for share of pocket based on the customer experience (CX) they provide.

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The contact centre is the heart of most businesses – often handling more customer interactions than any other touchpoint in your business. The challenge lies in setting up a VOC that is ready for operationalising from the get-go – and this takes planning to ensure the right solution is built to suit your business.

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The global pandemic injected pace and intensity into the financial services industry’s race towards digital transformation. These new digital technologies have changed the way financial services providers interact with staff, customers, processes and partners.

However, the unprecedented speed and scale of these digitalisation initiatives has created gaps between digital services and customer expectations.

While being recognised as a world leader is undoubtedly an achievement that will unlock opportunities for local providers, it will be our ability to maintain the leading edge through great customer experience that will matter in the months to come.

There is mounting research to suggest that clean, disinfected air plays a vital role in preventing the spread of SARS-CoV-2, the virus causing COVID-19.

While respiratory droplets are considered the primary transmission route, aerosols are being considered by many health authorities as a possible mode of infection transmission. This suggests that viral particles can remain suspended in the air for long periods and can be inhaled.

The global Covid-19 pandemic accelerated digital transformation across industries as the world adapted to a new way of working.

Consequently, the future of contact centre technology looks vastly different now than it did 12 to 18 months ago.

Like most start-ups, King Price initially invested in a technology solution that made financial sense and met a specific need at the time. However, as customer volumes rose, and the business evolved, the insurance provider’s communications solution could not scale to meet the growing demands.

Pivotal Data replaced the legacy communication technology and has helped lay the foundation for future evolutions in King Price’s call centre capabilities.

LifeLine Western Cape needed to upgrade its technological capabilities to gain greater flexibility within the organisation, help collect important data and, most importantly, keep up with shifting consumer engagement preferences.

Pivotal Data has been shortlisted in two Genesys EMEA Partner Award categories – the only Genesys partner in South Africa to earn this recognition.

It has never been quicker, easier or more cost-effective to start your contact centre’s journey to the cloud.