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Innovation

Technology – Follow your Needs, Not the Crowd’s

Six contact centre tips to ensure long term business value.

Ian Goss-Ross

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There is no safety in numbers when it comes to contact centres – history shows us that the crowd can make mistakes that are as bad, or worse, than those made by individuals. The technology you choose for your contact centre is critical, and the costs of heading down the wrong road can be enormous and protracted. It’s not just money wasted when you get it wrong – the planning and implementation can set your organisation back years.

The future also needs to be seriously considered when technologies are being assessed. Today you might need simple functionality, but tomorrow could require a lot more, or even less. Given the pace of change in the market it’s often impossible to figure out what your future requirements might be. Structural flexibility is the watchword, if your vendor can’t start over or change course in quick time, your technology could damage your brand.

Contact centres aren’t just for the big guys

Cloud based services have cracked the contact centre open for smaller organisations, who in the past simply didn’t have the budget to compete with larger rivals. The barrier to entry has lowered significantly, so if your instinct is that you can’t go there just yet, you might be surprised at what’s possible via the cloud.

It’s your best practice that matters

Benchmarking against global best practices always sounds very good, but the reality of the exercise is a little more nuanced than the catch phrase suggests. Every business views best practice through a different lens, and how you define a best practice depends on your type of business. When you are working towards setting your best practice benchmark, make sure you’re comparing apples with apples – it’s your context that really counts.

Outsource – ignore track record at your peril

Outsourcing all elements of a contact centre, including the crucial customer service interactions, can be a cost and resource saver. But if you make this choice, remember that the track record of your provider must be very strong. It must also be relevant to your specific industry. If you’re satisfied that your provider’s credentials are top notch and appropriate to your industry, the other critical factor is negotiating an air-tight service level agreement. If you choose to outsource the full contact centre there is no margin for error on service levels.

Skill defines the quality of the blend

The division between inbound and outbound contact centres has all but disappeared. Most modern brands need to operate a blended centre, with inbound and outbound functions operating as part of a greater communications whole.

Strong management of a blended centre involves two key elements. 1) Predicting interaction volumes accurately 2) Ensuring staff are adequately trained to deliver in critical areas. Weakness in either area can see the blend between outbound and inbound hurt the business, rather than help it. Which makes a focus on skills levels across the centre vitally important. Skills development has to be viewed as part of the company culture, rather than an intervention.

Look to the future

Powerful new tools are emerging in the contact centre space, and contact centre strategy development should take place with these in mind:

Speech analytics – Some 10 000 voice recordings are taken per day in a contact centre, but much of the potential value in these conversations isn’t realised, because the content itself is not analysed. New speech analytic systems investigate the recordings for key words, and then offer significant analysis to decision makers. Equally, some new systems are tracking tone of voice in real time and escalating calls to supervisors when there’s too much heat coming down the line. Either way, speech analytics tools are quickly changing the status quo.

Mobile – With the youth and high income professionals now carrying sophisticated smartphones as a matter of course, brands are developing applications that deliver a new self service paradigm. No more mind numbing IVR menus and holding in contact centre queues. Mobile Apps mean efficient and personalised service, at the customer’s convenience.

Content management – Back in the day a document was scanned and simply filed, but today’s companies require seamless anytime, anywhere, anybody access to workflow details that incorporate staff, customers and suppliers. New object orientated contact solutions allow attributes to be assigned to an item that determine how it is stored, who has access to it and what future action must be taken.

Ian Goss-Ross is the CEO of Elingo. He holds a Masters degree in Electronic engineering with a specialisation in digital signal processing and image processing technology. He has been involved with multi-media contact centre and CRM software development for over twenty years and has extensive knowledge of contact centre technology, applications, supporting infrastructure and implementation methodologies.

Company Posts

Customers Are The Heart Of Innovative Businesses

Keep your customer at the heart of your business.

Viga Interactive

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One of the main reasons start-ups fail is because they don’t create solutions that meet their customers’ needs. Failure is avoidable. Businesses that understand their customers feelings, challenges, expectations and motivations make themselves indispensable in highly competitive markets because they recognise that true innovation is led by customer insight.

An incredible example of a business that believes in innovation driven by insight is Netflix. They revolutionised the way people watch video content by listening to their customer’s needs. You’ve probably heard the story before: after paying a $40 overdue DVD fee, Reed Hastings co-founded Netflix. He was simply too busy to return his DVD. He recognised that this experience wasn’t exclusive to him, but that it was a problem that many people faced. He saw a gap in the market for receiving and returning videos more effectively, and that is how the $150 billion business was born.

If your start-up doesn’t fulfil a human need, then you’re setting yourself up for failure. It’s not enough to have a cool idea. Ask yourself, “What is the market need behind the offering?” and then test ways of delivering your offering in the most user-friendly manner. Talk to your consumers, understand their likes and dislikes and establish your business purpose before haphazardly allocating funds to R&D.

Related: How Netflix Is Now Disrupting The Film Industry By Embracing Short-Term Chaos

You can’t go from being a California based DVD-by-mail provider, to becoming the world’s largest online video streaming service without a business plan. It’s important to recognise the step-by-step process of success. Netflix didn’t go from delivering DVD’s to pouring capital into the production of video content within six months. That sort of development would have bankrupt the company almost immediately. It took 21 years for the business to become content creators.

  • In 1999, the company became a subscription service because they found that customers preferred paying a monthly fee rather than making a once off purchase.
  • Then, in 2009, the company used investor capital to expand their DVD collection because their clients wanted a larger selection of movies.
  • In 2010, the business expanded internationally because they saw a gap in the market across various countries.
  • Finally, in 2013, Netflix created its first original content series because customers craved fascinating content beyond the overused Hollywood archetype.

The point is: Progress didn’t happen overnight. The business had to set goals and objectives. They then had to fund their growth by presenting market opportunities, backed by customer insights, to their investors. Establish your start-up one step at a time and make sure every progression isn’t innovation for innovations sake – it must be inspired by a human need.

13-reasons-whyNetflix was founded by a computer scientist and a marketing director. While one partner focused on Netflix’ service development, the other focused on sales. Since the company’s origin, collaboration and balance have been the cornerstones of the business’ success.

Netflix is currently composed of a diverse team of tech-professionals and designers. They understand the importance of combining technology and design to offer customer-inspired user-experiences.

After conducting consumer research, Netflix discovered that series and movie artwork influences viewing decisions by 82%. This has resulted in the creation of more descriptive and provocative designs. Netflix is known for leveraging human-behaviour to revolutionise their service offering.

As an entrepreneur, you can increase your ROI by partnering with the experts that understand human-based innovation.

Keep your customer at the heart of your business.

Related: What These 5 Digital KPIs Say About Your Business

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Innovation

Why Smart Business Growth Means Smart IT Budgeting

(…And how to do it)

Colin Thornton

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For any business today, no matter its size or sector, getting the IT budget right has become a critical part of success and sustainability.  The difference between a three-device network and a fifty-device network has significant ramifications for your IT spend and your overall budget outlook.

Let’s take a closer look at several potential costs and how to plan for them…

Network: The driving force

Essentially, the network is the backbone/core of your IT infrastructure. It needs to be reliable, fast and efficient. Often, a young and growing business will have a piecemeal network in place, bolting on new sections over time. This can lead to the network becoming inefficient and slow.

The important thing to note is that when you have reached capacity on your current network, is it’s sometimes better to start from scratch and also leave room for expansion down the line (rather than adding to the existing network as a quick fix).

While it may appear more costly (and scary), the end result is a reliable network that you won’t have to worry about revamping for many years.

Related: How Dial A Nerd Managed To Dial Up Profits

Licensing: Pricey but critical

Software licensing often comes as an unexpected (and unpleasant) cost to many business owners and their financial teams. Indeed, purchasing legal software can be pricey if you aren’t prepared for it (and don’t understand how it all works!). However, if you buy software licenses in bulk, or commit to a longer term, they can cost far less…so again, budgeting intelligently for your business growth can save you money in the long term. Also remember that many software licenses nowadays can be rented on a per user per month basis so its flexible and always up-to-date.

Maintenance: Be realistic

As the business grows and expands, so too will your IT maintenance needs. The key factor to note is to carefully consider the potential costs of IT failures and hardware issues. You need to take into account that you will undoubtedly have to spend money on maintaining your computers and overall network – and breakdowns can be extremely costly in downtime and lost productivity.

Some businesses find that it makes good financial sense to employ someone to be an IT technician in addition to taking on other responsibilities – but this person may not have the right expertise and experience to manage everything. The other increasingly popular option is to outsource your IT management.  With flexible pricing options now available to businesses, this is becoming a viable and often much more flexible route to take.

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Company Posts

Think Beyond The Box

With a holistic view of your business finances and admin in place, Sasfin’s new digital banking platform is engineered to help you grow your business.

Sasfin

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Welcome to the banking platform designed to support your banking needs. In response to more than 50 years of financing and supporting SMEs, Sasfin has launched a digital banking platform, B\\YOND, to help address the pain points and pressures that business owners face in South Africa.

“We’ve spent decades understanding what makes SMEs succeed or fail, and a lot of it begins with how well a business owner understands their finances,” says Sasfin CEO, Michael Sassoon.

“Failed SMEs often tend to either neglect or become completely consumed by their finances and admin. We wanted to create a platform that could help them take control of these factors, and give them a full 360-degree view of their businesses.”

B\\YOND was built to enable businesses to attend to their finances and admin seamlessly, thereby ensuring that entrepreneurs can focus on their clients — driving revenue and enhancing their products and services in the process.

Related: What To Consider When Investing Your (Hard-Earned) Money

Everything you need on one platform

According to Sassoon, entrepreneurs on the B\\YOND platform will never need to set foot in a branch again. The sophisticated technology incorporates many value-added services at no additional cost, including:

  • B\\YOND online applications: Businesses with multiple shareholders and directors can apply online, by uploading documents and signing the application digitally.
  • B\\YOND payroll: A simple-to-use and SARS-compliant payroll function enables business owners to perform their own payroll management.
  • B\\YOND invoicing: Businesses can create and send personalised quotes and invoices directly from the platform.
  • B\\YOND insights: Smart dashboards generated through clever account and transaction classification and tagging helps manage revenue and expenses, and keep track of projects.
  • B\\YOND integrations: Direct-feed integration into Xero ensures that small businesses and their accountants can safely and seamlessly connect their Sasfin Bank transactional data with Xero, the fastest growing cloud-based accounting software provider in the world.

Serving the entrepreneur

While there is much in store for the next versions of B\\YOND, the platform currently offers business leaders the basic tools they need to run their businesses smoothly in one place at no additional cost, with the ability to bank at their convenience.

“Sasfin has always existed to serve the entrepreneur and investor, the two key drivers of the South African economy and it bothers us that there is such a high failure rate of entrepreneurs in our country. We have spent the last three years building B\\YOND — a future-fit digital banking platform to help these entrepreneurs,” says Sassoon.


Engineered for success

Sasfin has gone above and B\\YOND to bring you a new digital banking platform that gives you the tools to make managing your business simple and profitable.

B//YOND is a value-add to all Sasfin Transctional Banking clients

Bank outside the box

The Sasfin Transactional Banking Business Account is designed for SMEs who want to focus on what they’re most passionate about — their business — while their banking platform not only sweats the small stuff for them, but helps manage and grow their business.

  1. Do you spend unnecessary time on banking?
  2. Does your bank pay you market-leading annual interest rates?
  3. Does your bank give you easy cash management in real-time?
  4. Would you like to manage your payroll and invoicing from your bank account?
  5. Does your bank help you keep track of your cash flow, manage your admin, and provide you with the set of tools you need to help run your business successfully?

Sign up today and have access to a whole new world of banking better for your business.

Visit: www.sasfin.com/bank/byond/

Call 0861 SASFIN for more information.

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