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Reflecting on a Year of Growth and Innovation: A Look Back at Humley’s 2022
As we look back on the past year, it’s hard not to reflect on the many challenges and surprises that 2022 brought. But through it all, the Humley team has remained dedicated to developing and implementing our cutting-edge conversational AI solutions.
3 Challenges Facing Contact Centres Today & How To Solve Them
Delivering this level of service customers is not always a simple task and contact centres are faced with a wide variety of challenges, which have in part been compounded by the pandemic of 2020, which has changed working practises and consumer habits. Additionally, the recent economic crisis which is driving individuals to seek roles with more opportunities, flexibility and better pay, a trend which is more frequently being referred to as ‘The Great Resignation’. This article explores 3 of the more common challenges faced by contact centres today and how technology can be used to help businesses to overcome them.
How do businesses deliver savings into their contact centre without risking customer experience?
The last year has hardly been smooth sailing for businesses, with global and local events taking their toll – from the cost of energy and inflation increasing operational costs to the same factors decreasing consumer purchasing. All these factors and the unpredictability of the financial markets mean that organisations are now seeking ways they can deliver efficiencies and savings to ensure their survival.
Changing the customer service landscape with hyper-automation
The way in which brands support their customers at all stages of their life cycle has always been a fundamental part of a business’s strategy, however in recent years the way consumers expect to receive that support and information have changed. So, the question for organisations is, how can they adapt and evolve their existing customer service processes to meet expectations and ensure retention?
Supporting Contact Centre Agents with Conversational AI
The question for many businesses is how they ensure that agents have the knowledge and information they need to support customers regardless of where they are in their training cycle. Conversational Assistants could offer a solution.
How do businesses make a 4 day week work?
Whilst the benefits are clear, the change might not work for all industries and there are still concerns regarding increasing demands on services and how organisations would be able to meet these with fewer resources 5 days a week. So, the question for businesses is, how can they do more with less? Intelligent Automation could offer a solution, enabling businesses to run services and processes 24/7 with minimal human support.