Based on the latest round of research on complaints management, it was found that many firms are meeting the vital regulatory requirements but are failing to keep up with customer expectations.

To effectively pinpoint and remediate systemic issues, however, firms must be able to separate low-frequency, high-risk complaints from the vast amount of data they receive. Such complaints can reveal issues that exist in corners of the organization and go undetected for months or years before suddenly mushrooming into a full-blown crisis.

Identifying and remediating them are a tall order — and an industrywide challenge. 

71% of all employees are not engaged while they’re at work, dragging down productivity, attrition and the customer experience. Noble Gamification helps turn that around with engaging contests, recognition and rewards.

In short, it’s the engagement solution that maximises your ROI. Gamification is designed to increase productivity and reduce employee turnover across all generations – from Boomers and Millennials to the fast-growing Gen-Z workforce.

Whether your employees are motivated most by incentives or recognition, competition or collaboration, you can transform daily routines into rewarding rivalries that give everyone a reason to do their best.

It is ten years since we published The Best Service is No Service, (Wiley/Jossey-Bass 2008), in which we suggested that organisations needed to work harder to reduce the demand for customer contact, rather than spend so much time and effort “dealing” with the contacts.

In this paper we’ll discuss how the ideas have become even more relevant today, even though the book was written at a time when the iPhone was still in its infancy and apps and messaging were just emerging. We’ll discuss how the ideas apply in a more multi- and omni-channel world and the extent to which it’s become harder to address the ideas we set out. We will review how new technologies have made it easier to apply some of the concepts we proposed and describe cases in which these technologies have been applied successfully

Digital channels have grown exponentially in the last fifteen years. Customers are keen to use well structured digital solutions that are convenient and save time. The growth of on-line shopping and on-line sales and service is accelerating and customers clearly like it when it works well. Many pure digital businesses like Amazon, Google and Ebay have some of the highest net promoter and customer satisfaction scores. As digital solutions have grown many organisations are providing chat solutions to support these channels, particularly complex sales processes like insurance or home loans. Chat bots are emerging as a way of automating simple responses and triaging complex requests. In addition, the latest forms of robotic automation are starting to automate data based repetitive tasks.

What we have observed is not all companies are ready for some of the consequences of these changes and have customer support models that haven’t yet adapted to these new modes of interaction. In this paper, we’ll explore the predictable impact on contacts and operations. We’ll cover how queries change, the impact on contact complexity and the potential impact on offshore solutions.

“You get what you measure”, is among the oldest sayings in business. Unfortunately, numerous traditional measures undermine the customer experience. However, in this era of new customer experience tools, many of the measures that are possible have changed. We think that a lot more is possible. Why? 

Digital customer experience technologies have transformed drastically in recent years. No longer are cloud-based, omnichannel call centers a cost burden to organizations. Now they’re expected to generate revenue through cross-selling, ROI and cost avoidance.

In a recent analysis performed by Nemertes Research, the ROI of upgrading contact center platforms came in many forms — from improved customer ratings and increased sales to subscription savings and operational cost savings.

With the right cloud-based partner, you can achieve savings beyond traditional ROI expectations.

In the following pages, we’ll introduce you to four instances when organizations made money by spending money after investing in their digital customer experience technology.

Payments automation is not the first thing that comes to mind when thinking about customer care. In fact, automation seems like the opposite of approachable and empathetic customer-service staff. We want more people on the other side of the line – not more automation.

There’s no shortage of predictions about Cloud adoption and for many organisations it is just a matter of time rather than a question still to be answered. These organisations are already under direction from senior executives to prepare for a move – if they haven’t migrated already.

However, others are still researching, and need to clearly understand and demonstrate the benefits so that a final decision can be made.

The workplace has changed dynamically in the past few years and will continue to evolve as employees take ownership of how they wish to communicate and collaborate on the job. It has become a norm today for the new generation of workers to expect the best-in-class applications and workplace tools for daily collaboration. The IT department will be hard pressed to implement these collaboration technologies, improve employee experience (EX) and handle the associated security concerns.

Key IT decision makers from some of the leading organisations in Australia came together in July and September 2019, to discuss the evolving dynamics in the workplace and the implications for IT when embarking on an initiative to drive EX.

This report discusses the key discussion points that emerged from the 4 sessions held in Sydney, Melbourne and Brisbane. The data findings used in the report are from the multiple Ecosystm studies that are live and ongoing on the Ecosystm platform. 

Moving your contact centre to the Cloud is a logical step for many organisations, but decision-makers are still facing negativity about this option. While some of the advantages are now well-proven and accepted, other circulating information is unfounded or contradictory and has led to misconceptions and uncertainty. This eBook from Enghouse can help you separate the facts from fiction.

Australia’s banks and financial organisations are at a crunch point. The Australian Government’s Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry reveals extensive breaches of regulations.

Worse, the findings continue to highlight an industry culture whose focus on profit over customer experience has sent mistrust of banks and financial institutions to unprecedented levels.

And the problem is global. Between the 2008 financial crisis and 2017, banks around the world paid USD$321 billion in fines. And the fines paid this year are bigger than ever.

Believe technology solutions should add value and be useful to every member of your team?

That is why Knosys built KIQ Cloud - for your business - for everyone.

View the Knosys online flipbook for a preview on how you can:

-          Increase employee engagement by providing a recognisable platform for creation and collaboration

-          Capture the knowledge of subject matter experts, share learnings on improvements to processes, provide access to approved organisational knowledge

-          Empower your team with living content, easily accessed through an intuitive interface

Technological disruption and the global nature of the business world is changing the way we work. One key trend that today’s Customer Service leaders are embracing is the idea of responsive workplaces, and in the process, setting themselves up to thrive rather than simply survive.

A recent report on the digital workplace from consulting firm Deloitte says that the key to success in the modern workplace “lies in the effective implementation of a digital workplace strategy capable of driving true cultural change”.

This eBook makes the case for introducing agency and agility to your workplace, and suggests how you can implement a digital workplace strategy and culture that is embraced by management, staff and customers alike.