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Giosg Interaction Designer makes it easy for everyone to build and publish interactive content

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Online customer engagement software provider Giosg introduces Interaction Designer, a new tool that enables companies to easily create and publish interactive content without coding.

Users can build different interactive elements to engage and reach out to their website visitors or customers.

“In such a dynamic and fast-paced world in order to succeed,  businesses should be able to serve and help their online visitors or customers fast. This is why I am very excited to offer our customers the opportunity to build and deliver different interactions in real time”, said Ville Rissanen, CEO at Giosg. 

With giosg Interaction Designer, customers are able to design banners, questionnaires, polls, surveys or build their own button-based chatbots – predefined set of button options that guides a user in the right direction for a right answer.

“Interaction Designer provides us with so many different ways to build our interactions. It takes only a few minutes for me to create a button-based chatbot to help my customers find the car they are looking for”, said Matti SahiCustomer Insight Specialist at K-Caara. 

To learn more about Interaction Designer, visit giosg.

About Giosg:

Giosg offers businesses digital tools for diverse, personalised and creative ways to interact with their online visitors and customers. By combining data, AI technology, and human engagement, we help our customers create meaningful interactions, serve more efficiently and grow their business.

Centralized or de-centralized WFM: 5 ways to strike the perfect balance

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New business models and organizational change have put the debate over centralized versus decentralized workforce planning back on the table. Kanogo Njuru at Teleopti advocates a balanced approach using Workforce Management (WFM) technology to blend all types of service organizations…

In the past, workforce planning was often managed by local teams out in the field.  However, as technology has progressed to automate many of the traditionally time-consuming forecasting and scheduling processes, more and more organizations have seen the advantages of centralized planning.  Contact centers in particular have enjoyed the benefits technology brings when addressing critical long-term strategic challenges, while optimizing workforce management and end-to-end processes for improved productivity, staff satisfaction, customer service and financial control.  

It is also a trend that is not necessarily limited to the contact center world and the same debate over centralized versus decentralized planning can apply to all sorts of service models for example in retail, cleaning services and hospitality. In all instances the aim is to improve customer and employee satisfaction and boost profitability through optimized, automated forecasting and scheduling.  

Over the years, seismic shifts in business have had a transformational impact on people.  Mergers and acquisitions have brought uncertainty along with fluid internal staff structures while the rise of e-commerce has turned old ways of working on their head.  How do organizations change the corporate culture to adapt to the new world order? How do they find, manage and keep good talent?  How do they bring together thousands of full or part-time employees at head office locations or at remote virtual contact centers around the world and of course take into account home workers?  What is the best way to forecast and schedule effectively?  All these questions have renewed the debate around centralized versus decentralized workforce planning.

Some organizations take a conscious decision not to centralize all their Workforce Management (WFM) processes at once, if at all, regarding it to be counter-productive.  There is the commonly held belief that centralized planning takes power away from local people, leading to a sense of loss of control and a demoralized workforce.  Then, there is the pragmatic approach.  Planners often share a special relationship with their local teams and they truly understand what their staff want and how they work best hence the old saying – if it ain’t broke, why fix it?

Other companies may choose to centralize certain functions like payroll but decentralize others such as HR and recruitment.  Whichever WFM model organizations choose to adopt, good communication is essential to overcome mistrust and feelings of fear. By combining a sound communications strategy with technology, a balance between reducing unnecessary costs, while also promoting consistency and higher standards of operations, customer service and workforce satisfaction can be achieved.  

5 ways to strike the perfect balance with WFM

Fortunately, the latest WFM solutions are highly flexible and offer speed and agility to support the needs of today’s multi-channel customer experience (CX) operations and other service organizations.  Being cloud-based, they eliminate the need for expensive hardware and large in-house IT departments, are fast to implement, easy to scale and simple to use.  Let’s take a closer look at five key benefits: 

1.       One single solution – can support a whole network of planners and brings consistency to a variety of centralized and decentralized WFM processes – from forecasting and scheduling enough staff to manage changing customer requirements to keeping track of employee sickness, personal schedules and team preferences.  Even if different planning teams operate in different locations, the deployment of one solution makes it easy to connect the dots, bringing together the various elements involved in successful workforce planning such as staff information, employee requests and forecasting while accelerating the transfer of important workforce data to accommodate specific special projects or marketing campaigns.  What it more, using one WFM platform opens the door to centralized planning in the future and makes the transition a smooth and seamless one. 

2.       High levels of scalability – support both centralized and decentralized workforce planning through agile forecasting and scheduling that adapts to changing customer and business requirements and by helping to create effective skills matrices that identify and deploy the best talent.  The latest WFM solutions can flex up to accommodate a growing network of different planning teams in different locations or they can provide end-to-end visibility and superior management of organization-wide workforce planning activities from a central point. 

3.       Self-service for choice – whether an organization adopts a centralized or decentralized workforce planning model, the addition of self-service empowers employees to  control their working lives, to view their schedules and those of their colleagues, request shift swaps or book time off at the click of the mouse or by using their mobile devices. 

4.       Fairness and transparency through automation – consistency and greater visibility of WFM processes both in smaller, decentralized planning teams and in centralized departments that plan for thousands of staff across the organization is made possible through automation.  Transparency and openness create a sense of fairness that appeals to staff while satisfying organizations with a strong Union or Works Council presence.  Managers have the information they need to ensure all employees take it in turns to do the more unpopular shifts and plan vacation time equitably while employees have total visibility of each other’s schedules and time off through self-service functionality. 

5.       Effective Change Management – certain customers like Germany’s biggest online retailer OTTO, cite the strategic impact that WFM technology has on actively advancing corporate change management programs.  The flexibility, transparency and collaborative nature of today’s WFM technology has helped OTTO to strike a good balance between achieving high productivity levels (1,600 agents working 2 million shifts and 4,500 shift rotations – handling over 24 million enquiries per year!) and transferring the program’s core values of empowerment and fairness into 15 virtual contact centers. What is more, they have achieved this through a mixture of centralized and decentralized workforce planning methods across the company.

Centralized? Decentralized?  Does it really matter? What really matters is striking the balance between operational or business efficiency and promoting a collaborative framework that leads to engaged employees and satisfied customers.

It’s time to welcome WFM technology as the catalyst for change.

INDUSTRY SPOTLIGHT: SmartScribe

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Fusion’s plug ‘n’ play application SmartScribe® shines a light in minutes on your customer interactions. Find out how.

SmartScribe® from Fusion.

Switch the lights on in minutes and learn what’s really going on between your agents and your customers. SmartScribe® is easy to deploy and brings relevant analytics from the get-go.

Use your call and screen recordings to capture insight into your compliance, quality monitoring, customer service and agent performance.

The Smart Approach

Contact Centres have a number uses for transcription, speech analytics and screen recording. But what are the most popular ones?

  1. Redaction: In our GDPR age and with PCI regulations tightening, ensuring your call recordings are compliant with both is important. A tool like SmartScribe® removes sensitive information from the call transcription and the recording, leaving your Contact Centre free to store call recordings without breaching regulations.

  2.  Automating Compliance: Agents are typically required to deliver statements, or ask questions, to ensure the company complies with external regulations, internal standards and reporting. Using speech analytics means you can check compliance on every call and help you provide targeted training where needed. 

  3. CX and Agent Performance: Truly understanding customer trends across each interaction is becoming ever more important with the focus on Customer Experience. Using automation tools like SmartScribe®, companies are monitoring all of their calls, building a much fairer understanding of agent’s performance.

The three key questions

These questions cover topics which have prevented companies adopting this technology in the past.

How does it work? SmartScribe® will take your voice, chat and email records and automatically check them for compliance using Natural Language Processing (NLP), Artificial Intelligence (AI) and Machine Learning (ML) technologies. Seeing is believing.

How much does it cost? Much less than it did just a year ago. In fact, the cost barrier to entry has been lowered to such an extent that even small contact centres of just 10 seats can afford to play. 

How much effort does it require? Things have changed… It used to take 3 to 6 months of typing in keywords and teaching the system what you want to know. With SmartScribe’s intelligent processing you can gain insight with practically no heavy lifting at all. 

SmartScribe® is a Leader

Considering the increasing variety of benefits, easy adoption and lowering price, more and more contact centres are bringing automated analytics into their technology stack. 

Here at Fusion we are leading with advances in accuracy and AI through SmartScribe®, helping companies stay compliant, improve efficiency and lower cost.

https://www.fusion-telecom.co.uk

Introducing ERROL – The fun way to embed Learning & Knowledge

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Ember Real Results Online Learning Platform (Errol Owl) is a unique tool designed to increase the effectiveness of your learning solutions.

It provides an easy and enjoyable way to follow up on learning and help identify further knowledge gaps that can be plugged by further learning or through coaching…

For more information, visit:

https://www.emberrealresults.com/our-solutions/learning-retention/errol/

4 reasons you need live chat today

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The implementation of live chat, chatbots and virtual assistants has grown exponentially.

In fact, it has become the most popular channel for adults, with 75% saying they prefer queries to be handled via live chat.

We, at giosg, have put together a few key reasons why you should implement live chat today:

Efficiency!

Live chat enables operators to deal with many customers at one time – with agents handling up to 7 chat conversations at one time. This not only increases the amount of tickets processed simultaneously, but also cuts down customer waiting time, a win-win situation for agents and customers. Using pre-written answers or canned answers based on most commonly asked questions help Using live chat gives you an additional channel that is five times more efficient than traditional customer service channels, which leads us to our next point…

Boost sales and reduce costs

By making operators more efficient (as mentioned above), live chat minimises variable costs. Also, as a contact centre, adding this new channel to your offering means the possibility to provide another service for your clients – creating a new revenue stream for you and subsequently keeping your clients happy. Not to mention, providing a true omnichannel experiencewill help boost your clients’ revenue and in turn your contribution margin.

Cater to the customer

AI is the talk of the town and when it comes to live chat, it’s the thing ensuring that you deliver the right message to the right person at the right time. In particular, AI-powered chat such as giosg Target, optimises the actions you take when interacting with customers by analysing online behavioural patterns. This means, that live chat would only pop-up for customers who actually need it and benefit from it. 

Easily integrable 

Integrating a new system can feel like a daunting project – we know it’s no fun! However, with giosg integration into your current infrastructure is done seamlessly. In most cases, we can have live chat up and running on your website within a day. Still concerned that once in place, you or your business won’t have the know-how or internal resources to manage it? That needn’t be a worry – the interface is intuitive and very easy to use. More importantly, we offer training and support to help your team.

Get more insight about expanding customer service channels and why to implement an omnichannel strategy here.