Big CX News You May Have Missed


Popular stories from the last week that you may have missed

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Big CX News You May Have Missed

Popular stories shared among locked-down agents, business leaders and our loyal readership are on AI, acquisitions and a brand new smile function from Google this week. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!

Real-time Analytics Can Curb Customer Unhappiness 

To apply real-time analytics for handling unhappy customers, one must first look at the root cause of dissatisfaction and unhappiness.   

Most of your regular callers are likely to be loyal customers, and one outlier experience is unlikely to influence their loyalty to the point of churn. Real dissatisfaction or unhappiness is a cumulative result of several poor experiences, and therefore, should be nipped at the bud.   

Customer unhappiness can usually be traced back to an inability to convey the root cause of the problem to the agent, an underlying frustration with the product quality and having to repeat information as examples.  

Cisco Plus Will Offer Networking, Security, Compute, Storage and Applications 

Cisco has announced Cisco Plus, the company’s unique as-a-service strategy to help customers connect, secure and automate to accelerate their digital agility in a cloud-first world. 

Cisco Plus will offer best-in-class networking, security, compute, storage, applications and observability solutions as-a-service with unified subscriptions that are easy to consume, simple to use and deliver an unparalleled experience. 

Todd Nightingale, Senior Vice President and General Manager, Enterprise Networking and Cloud, Cisco, said: “I believe every organisation would benefit from simplifying powerful technology. 

“Network-as-a-service is a great option for businesses wanting to shift to a cloud operating model without a heavy lift. Cisco is leading the industry in its approach with Cisco Plus. Together with our partners, we intend to offer the majority of our technology portfolio in the simplest, most flexible way: cloud-driven, cloud-delivered, cloud-managed and as-a-service.” 

UserTesting’s Eighth Annual CX Poll Makes Revelation 

Findings show businesses are in one of two categories. These are either upping CX or reducing it.   

The data also adds that customer feedback collection is on the rise, with 72% of organisations planning to increase their investments in 2021.  

The 2021 CX Industry Report uncovered three key trends including:   

Feedback has gone remote: The survey revealed that moving to online user research can cut costs by an average of 40%. Moving to online user research was found to increase revenue by about 40%. Many respondents noted that the pandemic will permanently reduce the amount of in-person research moving forward 

Teleperformance to Use Specialist Webcams to Watch Live Agents 

Live agents at one of the worlds leading call centre firms will be monitored by webcams to check whether they are eating, looking at their phones or leaving their desks while remote working.   

Teleperformance – which employs about 380,000 people in 34 countries – informed staff specialist webcams will be fitted to check for “infractions” and will be connected to an artificial intelligence system that randomly scans for breaches of work rules during a shift.   

If a breach is detected, a photo will be sent to a manager, according to documents sent to staff.  

The image will be kept on file for 20 days.   

ContactEngine taps Vonage to streamline the delivery of multi-channel   

ContactEngine has today announced a partnership with Vonage, a global cloud communications leader.  

The provider of conversational AI technology will augment Vonage’s own AI-powered solutions by providing access to its leading AI capabilities, which boasts 90% automation of customer conversations without the need for human intervention.   

By leveraging Vonage APIs, ContactEngine conversations can be rapidly deployed across the globe, without the need for costly and disruptive software changes.   

Prof Mark K. Smith, CEO of ContactEnginesaid: “It’s a great privilege to be able to work with Vonage. ContactEngine operates internationally, engaging in millions of customer conversations for some of the biggest companies in the world.” 


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