10 top predictions for the Contact Centre of 2022

July 6th, 2022 | Posted in Business, Uncategorized

With customer experience on everyone’s lips, the contact centre is about to undergo a major metamorphosis from an ugly duckling to the enterprise’s swan.

Contact centres don’t always represent a shiny jewel in the company’s crown. However, as the pressure mounts on brands to offer excelling customer service, they are becoming a focus of the battle for client’s satisfaction. Considered as a touchpoint of growing importance contact centres are bound to make an interesting subject of a CX makeover.

Here are the 10 predictions for the (not so distant) contact centre future:

1. Forget the voice/chat/email divide

The contact centre of the future will present a unified front. Whether the customer will be contacting a company via phone, email, chat, live chat or social media, every agent will have a full view of the recent interactions and queries. At the same time agents will not be specialised in only one form of combat – they will be ninjas fluent in helping customer via all the mediums available. The focus will not be on a device, but on building a long-lasting customer – agent relationship.

“Customers want to use a breadth of communication channels for customer service….channel usage rates are quickly changing. Customers want consistent service experiences across these channels. They also expect to be able to start an interaction in one channel and complete it in another.”

Kate Leggett, Forrester

2. Army of specialists

Most customers will be able to help themselves with an aid of online communities and step-by-step video tutorials. The few interested in contacting a live agent will be usually faced with more complex issues (not to mention frustrated and angry). The contact centre will become the last resort, an emergency number. To remain relevant, companies will be forced to offer their customer a quick-fix. In years to come first tier employees will become redundant. After stating their inquiry into the new breed of Natural Language Processing IVR, customers will be connected directly with a technical specialist, able to help them on the spot, with no need for further transfers.

3. Conversation Analytics will become ubiquitous

Thanks to development of conversation analytics voice of the customer will be used in number of processes such as customer identification, pinpointing sale opportunities, rating customer satisfaction (with product, company, agent, offers), trend prediction, preventing fraud or sensitive information leaks and many more. Analysing every bit of information available will become a mantra of the future companies. Data gathered by call centres will become an intrinsic source of information for the company’s decision makers.

4. Where the agents roam free

As soon as you read, say or hear “call centre” your brain conjures up a vision of a crowded space full of cubicles, full of employees in headsets bent over computer screens. Not the most uplifting view. Press a forward button, and you’ll see cubicles disappearing, desks becoming optional and agents roaming free. With the advance of the speech to text technology, punching the details in manually will become a thing of the past. Identification will be completely automatic and handled by voice-based solutions. This will mean more freedom of movement for the representatives.

5. Uber-style employment

A bane of the call centres – high traffic will be waved goodbye by the scores of casual employees working from home at the time of increased traffic. Trained and tested online they will be given Uber-like online profiles where their skills will be graded by both monitoring algorithms and clients.

6. Real time calibrated monitoring

The current system of random scoring of the calls by the supervisor will be replaced by fully automated, real-time monitoring. Companies will guard their reputation by preventing sensible information leaks with ever alert algorithms. Conversation analytics solutions designed to recognise and understand words, context, sentiment or emotion will be able to raise a red flag and inform managers of situations requiring their attention.

7. Community & loyalty

As contact centre becomes recognised as a vital CX touchpoint, the pressure to keep agents engaged grows. Contact centres’ managers will be faced with a challenge of reducing employee churn, the number of sick leaves and absences. This will require revisiting some fundamental assumptions about the purpose of agents’ work. The focus will be shifted from achieving desirable metrics to helping customers. To inspire engagement agents will be given more autonomy. Offering opportunities to move up in ranks beyond the contact centre hierarchy will be crucial to stop valuable agents from leaving.

8. New era of metrics

Forget about AHT, CSAT and FCR. The old metrics that choked employees and caused them to engage in some shady trickery will be replaced by scores that encourage them actually to help the caller. Customer satisfaction will be measured throughout the call to produce a clear picture of the aspects clients are satisfied or disappointed with. Script compliance will become a mythical creature once companies take advantage of voice analysing algorithms that recognise identity, gender, age and emotional state within seconds. Real-time alerts will offer cues as to what style and lingo are most appropriate in each particular case. Customer-agent matching will be a crucial task of analytic tools.

9. Cloud-based contact centres

We feel almost silly having to mention it, but yes, the Cloud will be the default choice. More and larger telco companies will offer their cloud-based contact centre services. This will allow companies to rent bundles of equipment and software, and stay competitive at a fraction of the cost. Unconstrained by the technicalities, contact centres will shift their focus to tuning their performance by applying the insights gathered by customised analytic reports.

“Forrester data backs this up: 16% of contact center buyers indicate they will move their contact center systems to the cloud in the future.”

10. “Googlesque” employee treatment

The fabled treatment received by Google employees will sneak into even less affluent companies. Think healthy snacks or rest and play areas. Agents will be encouraged to move, exercise and meditate to fight off the stress caused by ever more challenging customer calls. As the demand for the specialists will grow, so will the HR budgets. Contact Centres specialists will become valued assets, worth competing for. Tempting employee benefits and perks will become a bait for employee loyalty.

The age of Customer is upon us, and the success of the companies will be soon defined by their ability to listen to their clients. Effective interpretation of the customers’ signals will become a differentiator between the brands that just promise ‘delightful customer experience’ and those who deliver it. How? By acting upon the information harvested from the source of the purest customer feedback – the contact centre.


Green Cleaning Solutions: Maintain a Clean Polished Look without Harming the Environment

July 5th, 2022 | Posted in Business, Uncategorized

Everyone wants to look their best when they walk out the door each day. Whether you’re just taking a trip to the grocery store or heading into work, how you look on the outside is often a reflection of how you feel and who you are. However, many can agree that in order to look as good as we do leaving our homes each day; we utilize a lot of chemicals to get the job done.

So how can one reduce the amount of chemicals used to do things like clean their clothes, jewelry, and/shoes without harming the environment (or themselves as chemicals can sometimes lead to adverse reactions to the skin)? Check out these green cleaning solutions listed below:

Cleaning Your Clothes
Everyone enjoys the smell of freshly cleaned clothes; however, there are several clothing detergents that are comprised of harmful chemicals to the environment and to the skin. Did you know that there are some laundry detergents that are petroleum based, while some dryer sheets are made from tallow (animal fat)? If you want to get the same fresh scent and clean results without the harmful ingredients, there are more and more eco-friendly detergent products on the market that you can invest in. For those that are really looking to go green, making your own detergent is pretty simple as well.

For those who are really looking to turn their home into a green zone, investing in washers and dryers that are Energy Star rated is another way to reduce your carbon footprint and save money as well. There are also eco-friendly washing machines. These washers are able to use a lot less water than traditional washers and also conserve energy consumption making it a dual method of saving. When it’s time to dry your clothes, allowing them to air dry is ultimately the best way to reduce energy consumption.

Cleaning Your Jewelry
Who doesn’t own a piece of jewelry that they love to put on? Whether it’s a watch, a diamond wedding ring, or a pair of earrings, most of us love to have a piece of gold or silver on when we are headed out of the house. However, over time, the jewelry’s appearance can begin to fade. The diamond clarity now appears dull, the metal begins to tarnish, or a buildup of debris begins to congregate in the nooks and crannies of the intricate pieces of jewelry. Rather than using harsh chemicals on your jewelry or paying an arm and a leg to have a jeweler clean it, you could always do it yourself.

There are plenty of easy and eco-friendly methods that allow you to have flawless looking jewelry without the harshness of certain products. Some of those methods might include: creating your own soaps, toothpaste and baking soda for jewels, boiling your jewelry in water, or investing in eco-friendly jewelry cleaning products.

Shining/Cleaning Shoes
For a complete polished look, you need to have footwear that looks decent. Walking out of the house with a nice outfit, accenting jewelry and dirty shoes will get you a few stares. So to finish off your look while still doing your part to help the environment (and yourself), you’ll need a green shoe cleaning/shining regimen. Shoe polish can sometimes contain chemicals that can be absorbed into your skin which is never a good thing.

To clean your shoes, using plant based soaps or homemade soaps is often your best option to remove all of the debris. Once the shoes have been cleaned and dried, then you’ll need to shine them up for a polished finish. Instead of purchasing shoe polish, all you need is a little olive oil and a gentle rag or sponge.

So there you have it folks! These are all great alternatives to cleaning your clothes, jewelry, and shoes without damaging the environment or your health. Now you can step out of your home knowing that you look good, smell good, and feel good while still doing your part to help the environment.


The place to be for Young Entrepreneurs: Global Clean Technology Innovation Forum

July 4th, 2022 | Posted in Business, Uncategorized

It is no secret that we need global participation in order to substitute our polluting ways. The World needs innovative and passionate leaders to bring about the change.

Athgo and UCLA are calling for Social and CleanTech entrepreneurs (or wannabes) with a passion for sustainability: On March 4-7 there will be a great event taking place in Los Angeles. If you’re a college student or young entrepreneur, this is the place to be. The 6th annual Global Clean Technology Forum at UCLA provides a platform for 200 selected young minds across the globe to learn and advance their causes toward achieving environmental sustainability. If you’re between the ages of 18 and 32 you might want to try and get one of the open slots. The deadline for applications is coming up fast, February 24.

Become an entrepreneur

The forum is hosted by Athgo, a non-profit with a strong focus on Environment and Energy, together with UCLA Sustainability. Their goal is to encourage young people to get engaged in sustainability and renewable energy and to develop and propose new initiatives in a creative and cordial environment. For four days, 200 promising peers will be together with influential government representatives, scientists, diplomats, experts and corporate executives to showcase successful sustainability practices.  Participants will work in small groups throughout the event, and every group will submit a business model that presents an innovative approach to addressing a particular aspect of the program. On the final day, each group will be present its business model on one of the innovation panels. The proposals will be evaluated by leaders in government, the private sector, and civil society, and will be showcased at the conference closing ceremonies. A jury will identify the participants with the best results, who will get the support of Athgo to continue the development of the business models.

Discussions & Panels

The Global Forum is highly interactive and includes a combination of individual presentations, panels and informal and group-to-group discussion sessions. Panels will be on the following topics:

– Rewards and Incentives for Going Clean

– Renewable Power Generation

– Clean Technology Funding

– Sustainable Development

– National and International Policies

– Recycling and Waste Management

– The Role of Media

How to apply?

You must apply by February 24 by submitting a one-page personal statement addressing only one of the following:

  • If a newspaper were to do a story about your life to date, what would they write about?
  • Describe your unique qualities and passion for your advocacy work and what let you toward that work or schooling
  • Describe a moment in your life or a situation that occurred which impacted on how you live your life today

Registration is free, apply here.

CleanTechies wishes you luck, and if you end up going – tell us about your experiences on this Blog!


U.S. Community Solar Market to Grow Fivefold in 2022, Top 500 MW in 2022

July 3rd, 2022 | Posted in Technology, Uncategorized

The United States community solar market is approaching a tipping point. In its latest report, U.S. Community Solar Outlook 2017-2022, GTM Research forecasts the market to grow fivefold this year with 115 megawatts installed. By 2022, community solar in the United States will be an annual half-gigawatt opportunity.

With 66 cumulative megawatts installed through the end of 2016, the U.S. community solar market is just getting off of the ground. However, GTM Research has pegged it as the most significant solar growth market for the United States. Between 2016 and 2022, GTM Research expects U.S. community solar to have a compound annual growth rate of 59 percent.

According to the report, there are 24 states with at least one community solar project on-line, and 20 states have or are in the process of enacting community solar legislation.  However, only four states will install the majority of community solar over the next two years: California, Colorado, Massachusetts and Minnesota.

In the near term, these state markets with community solar legislation will serve as the core drivers of demand, fueling just over 80 percent of installations over the next two years.

“Looking ahead to 2021,” said Senior Solar Analyst Cory Honeyman, “the community solar opportunity is poised to become more geographically diversified, as developers ramp up service offerings to utilities in states without community solar legislation in place and national rooftop solar companies enter the community solar scene.”

The report identifies 29 developers that are actively working on community solar projects. Today two companies, Clean Energy Collective and SunShare, together account for 32 percent of operating community solar capacity.

However, GTM Research expects a wave of market entry and expansion over the next five years, as rooftop solar companies including NRG, SunEdison, and SolarCity build out their community solar efforts.

The next five years will see the U.S. community solar market add an impressive 1.8 gigawatts, compared to just 66 megawatts through the end of 2016


The Next Gen App for Curbing Your Transportation Emissions

July 2nd, 2022 | Posted in Technology, Uncategorized

Save time, travel costs and carbon? Yup, there’s an app for that: TripGo. It’s already being used in over 50 major metropolitan cities around the globe to streamline commuting times, travel itineraries and intelligently lower travel emissions.

Created by the Australian-based company SkedGo, the underlying sustainability focus of the TripGo app is designed to reinforce the need for smarter, cleaner and resource friendly transportation methods, i.e., smart cars, electric vehicles, improved mass transit infrastructure, bicycle commuting, ride shares, etc.

Because according to the latest findings in, A Global High Shift Scenario, the report released last month by the Institute for Transportation and the University of California, “Transportation, driven by rapid-growth in car use, has been the fastest growing source of CO2 in the world.”

So whether you’re trying to shave minutes off of your daily commute, or taking a vacation in an unfamiliar city, TripGo automatically plans trips to, from and between events in your calendar, and smartly proposes the least carbon-intensive connections using your personal transport preferences.

TripGo supports the following modes of transportation:

  • Public transport: buses, ferries, subways, trains, trams
  • Taxi
  • Shuttle services
  • Car
  • Motorbike
  • Bicycle
  • Walking

Additional TripGo features include:

  • Real-time public transport information.
  • Door-to-door options for easy comparison on price, time and environmental impact – including public transport, taxi and bike share.
  • Trip planners according to your transport preferences.
  • Get reminders for your upcoming planned trips
  • Public transport pricing.
  • Tolls and car park information.
  • Taxi fares.
  • Search for points of interest and businesses.
  • Save trips to calendar.
  • Open from Apple Maps.
  • Launch turn by turn navigation.
  • Universal for iPhone and iPad.

To date, over 500k have downloaded TripGo. To learn more, download the app, or see if TripGo is available in your city: http://skedgo.com/tripgo

###

This article is brought to you by our sponsor – TripGo