Many organisations have turned to quick fixes in order to attempt to address the deficit in resources in their businesses and to avoid having to take the call of at all possible.
Primarily this is because they do not have the personnel available due to Covid restrictions, and technology shortfalls – Shortfalls in that their technology was designed for a traditional office Contact Centre with office based workers, and not for a dispersed homeworker, workforce. Some might hand out criticisms of short sightedness, but let’s be fair – how many of you predicted the Covid crisis and it’s impact accurately?? Thought not.
Increasingly we are, as consumers, looking for flexible ways to connect with our suppliers, but to avoid the often lengthy queues that drive us potty. We are also seeking simplicity – for transactional interactions, we don’t always want or need to speak with a human, and we might also just need something text based, such as a balance check on our bank account, or checking a booking, ordering a ticket, making an appointment, etc,….
Often seen as the quick fix, business may turn to adding a webchat capability, or a chatbot capability, and more often than not, they are another silo in the communications morass, that simply pushes customers away.
Most chat technologies offer a synchronous engagement only, and very often these services are manned by social media teams, who are probably not well versed in the issues customers want resolving. This often leads to added frustrations for the consumer, as they are still not getting their questions answered, and may well STILL end up having to break off and make that call, joining the queue they were trying to avoid, and having to explain the whole thing again – It’s simply not very customer-centred is it?
Automation has been on offer for years, including IVR, and yet the way we, as consumers want to engage has changed. Yes we do still want to talk to a human being where appropriate, but by no means always.
Artificial intelligence is bringing a new paradigm into play, enabling intelligent automation, where consumers can share the intention of their inquiry using natural language, and receive a higher quality engagement, and satisfactory outcomes.
Well thought out solutions also allow for a joined up and customer centred journey. Meaning that we reduce friction with a single persistent conversation, that captures the discussion and passes it all to an agent, if required, avoiding repetitive questioning. Resulting in a well prepared agent, and a really satisfying customer experience.
Is this were possible, without the need to replace existing platform technology, wouldn’t that be of enormous value?
Ask me how Graham@koopid.ai
When it comes to ensuring your meeting room technology does what is required, do you find yourself being creative in order to accommodate the poor audio available with your current set-up? Would Heath be proud of your ingenuity, and does it offer you and your meeting attendees what’s required? If so, congratulations, you’ve made a silk purse from a sow’s ear so to speak. If you are still having issues with being heard in a remote meeting, then you should consider the HDL300 from Nureva – THIS IS WHAT IT WAS DESIGNED FOR.
The problem with most meeting room audio technology, it was designed for people to sit around a table facing the microphones, and not moving around or facing away. Some vendors offered solutions involving multiple hardware microphones which require expensive setup and calibration – they work but empty your pockets quite rapidly.
Nureva looked at this problem and figured there was a need for additional microphones in the meeting space – in fact they opted for 8192 microphones in total, but wait – these are not physical microphones, but very cleverly designed virtual microphones that ensure wherever you are moving within the meeting space, you can be clearly heard. Microphone mist, as they are calling it, offers an affordable solution to meeting room misery
If you need convincing – just book a remote demo and see and hear for yourself how this innovative solution brings the humble meeting room into the 21st century