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5 tips for integrating modern contact centres

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A contact centre must work seamlessly with a business and its people and it should not come with an unrealistic price tag. 1Stream’s BRUCE VON MALTITZ and JED HEWSON outline five steps to integration success.

Investment into contact centre integration doesn’t have to be expensive or complex. Not anymore.

For the business that wants to expand its footprint and engage its customers, investment into a contact centre can singlehandedly tick the box of strategic technology investment while expanding customer engagement and sales.

Every organisation wants to grow. Most are staring down the economic barrel with trepidation. Fluctuations in market and confidence are impacting on most organisations and introduce a fine balancing act between caution and innovation. A recent global analysis found that growth and technology are the two biggest balls that the Chief Financial Officer has to juggle. They are expected to research and invest in innovation so the business can evolve, but they also have to ensure budgets remain smart so they can survive within the stony grip of recession.

The struggle between growth and constraint has never been more relevant.

The contact centre is the ‘you have arrived’ of the corporate GPS. Still, even with that accolade, it must work seamlessly with the business and its people and it should not come with an unrealistic price tag. Want the benefits without the drama? Here are five steps to integration success.

  1. Get cloud

Cloud is the ultimate ‘try before you buy’ that doesn’t  require investment into heavy hardware just to get a taste of its potential. The ability to truly assess the capabilities of a system before spending plenty of money on it is something that wasn’t possible in the past, but allows for enormous freedom of investment and opportunity.

“If you wanted to introduce web chat into your call centre you would have to go and buy all the kit, put it in and then, if it didn’t deliver business value it was too late – you’d spent the money anyway,” says Bruce von Maltitz of, 1Stream.

To ensure that investment into the call centre fits within corporate requirement before it is wedged into corporate budget, the CFO should consider trying it out before buying it. Technology is on a relentless innovation cycle so it is essential to ensure that it works with legacy systems and expectations.

  1. Invest in trust

“Another step is to ensure that the company used is one that has a proven track record,” says Jed Hewson of 1Stream. “There are plenty of providers pushing all types of technology, so go and see it in a live environment and confirm that it will deliver. Don’t just look at the brochure and sign the deal.”

  1. Read the fine print, again.

Ensure that the cost savings of the investment are real. You may need to reallocate a portion of your staffing budget (which usually makes up 70% of your overall contact centre expenses) to your technology budget (which is normally only 7% of the overall costs) to give your contact centre a 10% saving through a rise in productivity or reduction in staff.

“You should be looking to bring in systems that make the call centre more efficient rather than trying to constantly save money,” says Bruce. “It is worth spending on the technology if it helps to make the people more efficient as they make up most of your operational costs.”

  1. Assess integration

Be careful when weaving new technologies through the business. Look to systems that allow for add-on functionalities that can be integrated fully. If you tack on different functions, such as email or telephony, and these are not comprehensively integrated, then the reporting and the consolidation of data has to be done separately. Next thing, you have to hire someone who spends their time trying to add one solution’s report to another. Make sure you understand the knock-on consequences of adding new technologies into the call centre.

  1. Get an expert on board

“Finally, beware of the homegrown IT guru that haunts every business hallway,” concludes Jed. “They can put your contact centre together and do it cheaply, but the challenge is that you can end up running out of the features and functionality you need, just when you really need them. Then either the industry or the guru move on, and suddenly nobody knows how it works or why it suddenly stopped working.”

Call centre technology is a critical business function and therefore needs the same care of investment and quality as any other core functions. Instead of leaping for cheap, focus on cloud solutions that allow you to try before you buy and implement the one that’s ideally suited to the dynamic nature of your organisation. It may sound complex, but thanks to the ubiquity of technology, it is far simpler to find the perfect call centre platform right now that it was a few years ago.

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Win a Poster Heater with Gadget and Takealot.com

This winter Gadget and Takealot.com are giving away three Poster Heaters, which look like posters but become heaters when you plug them in.

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Three Gadget readers will each win a unit, valued at R550 each. To enter, follow @GadgetZA and @Takealot on Twitter and tell us on the @GadgetZA account how many Watts the heater consumes.

What’s the big deal about these heaters? Many of us are struggling to keep the balance between soaring electricity costs and the need to keep warm this winter.

However, the recently launched Poster Heater by EasyHeat and distributed in South Africa by Takealot.com is not only one of the most cost effective electric heaters currently on the market, it is also easy to setup and use.

As the name indicates, it is a poster similar to one you would hang on a wall. But, plug it in and it turns into a 300 Watt heater. The Poster Heater isn’t designed to heat hallways or large rooms, but rather smaller ones like a bedroom or a baby’s nursery or a dressing room.

It uses radiant heating, which means that it heats up in a couple of minutes and the heat is directed at the objects or people around it, quickly taking the chill out of the air and providing a comfortable ambient temperature.

The other advantage of radiant heating is that it doesn’t dry out the air like infrared or gas heaters. Users also don’t have to worry about their children or pets getting too close to it because, even though it gets hot, it can be touched.

To enter the competition follow the steps below:

Competition entry details:

1. Follow @GadgetZA and @Takealot on Twitter. (We will ONLY be accepting entries via Twitter, so please don’t enter through the comments section of this article.)

2. Tell us on Twitter, via @GadgetZA, mentioning @Takealot in your posting, how many Watts the Poster Heater consumes.

cleardot.gif3. The competition closes on 31 July 2018.

4. Winners will be notified via Twitter on 1 August and Takealot.com will be in touch to organise delivery.

5. The competition is only open to South African residents.

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Happy Emoji Day! Here’s 10 reasons to be cheerful

First created by Shigetaka Kurita in 1999, the emoji has become a huge part of everyday communication. Whether you love them or hate them, flying dollar bills, applauding hands and rolling eyes are here to stay.

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Scientist suggest that the use of emojis will help us gain the same satisfaction from digital interactions as we enjoy from personal contact.

Almost two decades later, and we have over 2600 unique emojis to perfectly express what we feel, thank you Mr Kurita! Join HMD, the home of Nokia phones as we celebrate World Emoji Day on the 17th of July with these interesting emoji facts:

The most popular emoji used is “Person Shrugging”

1.       The Nokia 3310 was chosen as one of the first 3 “National” emojis for Finland… it represents unbreakable!

2.       South Africa’s favourite emoji is the “Kiss and wink”… how sweet SA!

3.       French is the only language where a ‘smiley’ does not top the list for its use

4.       On average, over 60 billion emojis are sent on Facebook every day

5.       For the first time ever, the Oxford Dictionaries Word of the Year was a pictograph! The “Face with Tears of Joy” was crowned word of the year in 2015

6.       According to Emojipedia, some of the most requested emoji’s include afro, a bagel and hands making a heart

7.       To include all races, a diversity pack was released in 2017

8.       It has become so trendy that the Museum of Modern Art displays the original emoji collection on canvas

9.       In 2009, Herman Melville’s classic Moby Dick was completely translated into emoji’s

 

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