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Cloud Hosting VS On-premises VS Hybrid Cloud for your call center solution: Make the best choice!

The cloud: the trendy solution On-premises storage: old, but so valuable So-called “hybrid” cloud data hosting: The best of both worlds? Conclusion What type of data storage should you choose for your call center solution:  cloud or on premise? Not an easy question… fortunately, we are here to give you a helping hand to help you better understand the two concepts. In addition to shining in society by using a few complicated words during your conversations, you will be able to decide which of the two is the most accessible, the most affordable and the most secure for your business!   Today, most call center solutions offer both options: either cloud storage on a shared/private server or the ability to install your solution directly on your company’s servers. However, we will also discuss a third, lesser-known option: hybrid data storage!   Ready ? let’s go.   1. The cloud: the trendy solution Since the health crisis, the cloud solution has been on the rise! Between new hybrid working styles, reduced costs, the increased need for mobility and scalability, let’s face it, the cloud is the sweet spot when it comes to flexibility, with data able to be stored on servers anywhere in the world . a) Advantages of the cloud solution Easily back up and restore your data Have you also lost the last copy of the final version of the 356th revision of your presentation file after a crash? Of course, we’ve all been there! And thank goodness the drive saved your life. Everything is stored and pre-recorded automatically to guarantee you a final backup anywhere, anytime! Well, the same goes for CCAAS cloud solutions, which reduces the risk of data loss. Improve collaboration This allows employees to work closely on any type of data stored online and/or outside the company firewall. Thus, a cloud-based platform can be used by employees to share, edit and work jointly on common projects. Additionally, maintenance and upgrades are taken care of by the cloud service provider itself. Total accessibility Access your apps anytime, anywhere via a web browser and on any connected device. Cloud call center solutions do not require the use of a specific device or being in a particular location to access data, which facilitates and optimizes emergency management! Mobility Thanks to cloud storage, your agents can now work from a beach in Mauritius or Mount Fuji! mobility The mobility and flexibility of this type of solution allows employees to work at any time and from any location, which encourages a high rate of engagement from your employees. Save money Cloud storage is the right compromise in terms of value for money, because it does not include installation costs or prior hardware. Only maintenance and support are subject to operating expenses (OpEx). However, these are predictable costs, with full monthly coverage including upgrades and backups. Deployment The deployment of a cloud solution can be carried out remotely and at any time, so it will be much faster. Flexibility and extensibility It is possible to extend the solution on demand according to your needs. It is easily possible to increase or reduce your storage needs. The cloud does not require investment at source. Updates happen easily outside of business hours with minimal disruption. Reduce your IT staff No need to mobilize staff to ensure updates. The provider takes care of everything so the company never has to take care of network upgrades and monitoring. b) Disadvantages of the cloud solution Internet connection & CAAS solutions A stable and reliable internet connection is essential to use your solution. But that’s not the only obstacle. The basic architecture must also be in place. We know of cases where agents had to connect their computers to Ethernet cables to operate full cloud solutions from some famous competitors (no, we won’t give names 😊).   Limited control Backend infrastructure and server shell access as well as firmware updating and management cannot be managed by the user. And this lack of control over your data storage can be a major inconvenience.   Costs We said earlier that the cloud could save you money. However, in the long term, this is not entirely true. The total amount spent over time maintaining cloud storage will ultimately be much greater than if you had your own servers.   Data security Every time you sign on to a cloud provider, you give up control over the security of your data. Indeed, there is always a risk that unauthorized people will access your data. To avoid this, you should research the provider’s security policies and ensure that your data is encrypted both in transit and at rest. Although security has improved significantly, couds can still be hacked. A common corporate directory server should be used to manage employee access through onboarding and offboarding procedures. 2. On-premises storage: old, but so valuable a) Advantages of the on-premise solution On-premises storage for call center solutions means everything is managed internally and supported by the customer. The software is purchased, installed on physical hardware owned by the owning organization and no third parties are involved. You have both complete ownership and full cost of production. On-premises storage uses your physical location to manage your data. As you own the equipment, you are responsible for its maintenance and management. Let’s keep it simple You may consider on-premises storage the right storage for you if its aspects seem important to your business: High security You keep all data. This means that access to on-premises storage can be more easily controlled and granted only to authorized individuals. As data is not stored online, on-premises servers are inaccessible outside the network. Which can be very valuable for industries that process sensitive data (like the financial sector for example) where confidentiality is assured. No one can steal or dig into your data. Additionally, it is easier to install additional protection tools and specific programs on an on-premises system rather than on a cloud system. Access to data is always guaranteed Access

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AI and Humans: partners for an unrivaled customer experience

< Return to blog < Return to blog AI: a tool for customer experience Humans: at the heart of customer relations A harmonious collaboration Towards an enriched customer experience Conclusion In a world where technology increasingly shapes our daily interactions, the integration of artificial intelligence (AI) into customer service and customer experience (CX) represents a major evolution. However, far from replacing human intervention in the relationship with the customer, AI is now an essential partner in offering a new experience to consumers, despite the latter’s clear reluctance in the face of the rapid evolution of this innovative technology. This synergy between AI and humans opens up new possibilities for companies, allowing them to optimize their processes, while preserving the human dimension at the heart of each interaction. 1. AI: a tool for customer experience AI is revolutionizing the way businesses interact with their customers. Using sophisticated algorithms and machine learning, AI systems can analyze huge volumes of data in real time, anticipate customer needs and offer the most relevant solutions to each customer request. Chatbots, for example, can be programmed to answer common questions instantly, providing 24/7 support. Additionally, AI can predict customer behaviors based on their data and conversation history, allowing businesses to anticipate future needs and provide offers tailored to each individual. 2. Humans: at the heart of customer relations Despite recent advances in AI, human participation remains essential in customer relations. Indeed, nothing can replace the warmth, empathy and understanding that only a human being can offer. Faced with complex situations or those that involve emotions, the role of the human agent is essential to establish an authentic connection with the customer. Advisors can actively listen to customer concerns, identify specific needs and offer personalized solutions. Thus, advisors understand the nuances of language much better and react appropriately to clients’ emotions, while a robot would remain cold in the exchange. 3. Harmonious collaboration Rather than opposing each other, AI and humans can work together seamlessly to deliver an exceptional customer experience. AI takes care of repetitive tasks and simple queries by providing an automated response to the requester. It frees up valuable time for human agents who can then focus on high value-added interactions that require their interventions. Finally, humans can supervise and train AI systems, ensuring more precise responses tailored to the context of the request. 4. Towards an enriched customer experience By combining AI capabilities with human expertise, businesses can create an enriched customer experience, where every interaction is seamless, personalized and memorable. Customers benefit from instant and efficient assistance while having the option to seek help from a human agent if the response provided by the AI ​​is not satisfactory. This hybrid approach allows businesses to meet evolving customer needs while maintaining high levels of satisfaction and brand loyalty. 5. Conclusion No, AI does not replace Humans. The latter are not adversaries, but complementary partners in the quest for a new customer experience. By combining the strengths of AI for efficiency and speed of execution and humans for empathy and detailed understanding of the customer, companies can truly transform their customer service and stand out in an increasingly market. more competitive. This is what we provide to our customers through a range of solutions dedicated to customer services: Dialogg.ai. Thanks to this new range of products, they benefit from a real conversational assistant which provides directly actionable solutions, but also features such as real-time transcription of the exchange, detection of customer sentiment and satisfaction or another summary of the conversation and the recommendation of the most relevant next actions. To discover all the possibilities offered by Dialogg.ai, as well as our vision and objectives behind this new offer, go to our dedicated page. You are already convinced of the collaboration between humans and AI and want to integrate it into your customer service? We talk about it right here: You want to integrate it into your customer service? We talk about it right here: Integrate AI into your contact center in 5 steps! Integrate AI into your contact center in 5 steps! Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

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Is cold calling dead? No, but it must reinvent itself for 2024

< Return to blog < Return to blog A changing context New trends in cold calling Challenges and perspectives Conclusion 1. A changing context Telephone canvassing, omnipresent in our commercial landscape, has never ceased to arouse controversy. In 2024, its evolution will take shape in new and complex forms, deeply influenced by three drivers: a) The rise of digital The explosion of digital communication channels, such as emails, SMS, chatbots and social networks, is redistributing the canvassing cards. Companies are adapting by integrating these new tools to reach their target in a more efficient and targeted manner. This diversification of touchpoints offers a multitude of options for interacting with potential customers, but also raises ethical and legal questions about the use of personal data. b) Stricter regulation Faced with abuse and consumer exasperation, governments are adopting stricter legislation to regulate telephone canvassing. The Frequencies/Schedules Decree of 2023 (Naegelen Law) is one example among many others, limiting, among other things, call time slots, the number of requests over a given period and strengthening sanctions in the event of non-compliance. This trend aims to protect consumers against intrusive and abusive practices, while encouraging responsible use of cold calling. c) Informed and demanding consumers Consumers, over-demanded, are increasingly suspicious. They expect personalized interactions, respectful of their needs and their personal data. It is an observation that cold calling is no longer as effective as it was in the past and this development requires companies to adapt their approach to offer a more fluid and relevant customer experience. Transparency and respect for consent become key elements to gain customer trust and guarantee the success of cold calling. 2. New trends in cold calling a) Refined targeting and personalization of the exchange Artificial intelligence helps refine call targeting by analyzing prospect behaviors and data. Companies can thus identify potential customers most likely to be interested in their products or services, and adapt their sales pitches according to their needs and expectations. This approach makes it possible to improve the effectiveness of canvassing and maximize the chances of conversion. b) Omnichannel Cold calling is no longer just about making simple calls. It fits into an overall marketing strategy using different channels, such as email, SMS, chatbots and social media, to maximize impact and create synergy across touchpoints. This omnichannel approach greatly improves the customer experience and increases brand recognition. 3. Challenges and prospects a) Fight against abuse and compliance with regulations Compliance with regulations and the protection of personal data remain major challenges for cold calling. Companies must adapt to new legislation and implement transparent and ethical practices to avoid sanctions and preserve consumer trust. The establishment of control and monitoring procedures is essential to guarantee compliance with the rules and prevent abusive practices. Unfortunately today, many contact centers or companies using cold calling do not have the adequate tools to ensure full compliance with regulations. To discover the secrets of cold calling efficient and the appropriate tools, click here The keys to effective telephone canvassing The keys to effective telephone canvassing b) Consumer trust Developing a relationship of trust with customers is essential for the success of cold calling. Today, as individuals, we have to deal with countless fraudulent calls, coupled with malicious SMS and emails that will encourage you to click on bad links. Businesses must adopt the most transparent and respectful approach possible, ensuring customer consent before contacting them and responding to their questions and concerns. Establishing a code of ethics and a complaints handling system can help strengthen customer trust and improve the company’s image. c) Telephone innovation Artificial intelligence will continue to transform the cold calling landscape. Businesses must embrace this technology to optimize performance, personalize interactions and improve the customer experience. The use of intelligent chatbots, predictive analytics tools and voice recognition systems can help increase the effectiveness and relevance of cold calling. 4. Conclusion Telephone canvassing in 2024 is characterized by its profound change towards more personalized, targeted and omnichannel forms. The success of this practice will depend on the ability of companies to meet the challenges related to regulation, consumer trust and technological innovation. key factors for the success of cold calling in 2024. Discover 6 additional tips to boost the performance of your outbound call campaigns! Define your calling strategies Define your calling strategies Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

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Finally, the 3 most actionable call center KPIs 🤓   

This article will not be about the listing of the KPIs within call centers because you probably already know them all. Today’s article is based on the best ways to translate 4 essential KPIs into action to optimize your call center and achieve your best SLA objectives.  Definition  Let’s take a quick look at the 3 categories of KPIs.  There are many indicators to consider which can be grouped into 3 main categories: human resources, management and productivity.  These KPIs make it possible to measure and evaluate the performance of actions within an organization. The purpose of this data collection is to help, manage and measure the effectiveness of the activity in order to ensure decision-making or monitoring in several areas to achieve specific objectives.  Smart or nothing  KPIs have SMART objectives, they must be: Specific, Measurable, Accessible/Achievable, Achievable or Realistic and Time-bound.  Having specific performance indicators is essential to avoid wasting time. In this context, there defining an indicator is very important to know what it corresponds to exactly. Thus, it must be detailed, and target only one specific element, that is : one thing at a time.   Not to forget, the final objective is obtained through comparisons. Thus one can orient oneself in the margin of progress towards the given objective. The more specific your indicator is, the easier it will be to compare and measure over time.  A performance indicator must be accessible and achievable in order to gather relevant data to have a result around common objectives. There is no point in setting goals that you know are unattainable before you even start. The ultimate goal of the approach tends to realize our margin of progress at the moment in relation to a future objective. There is therefore no point in putting the cart before the horse, we must realize that whatever we are doing now will définitely impact the future.  Finally, a performance indicator must be able to be measured over time in order to establish comparisons between several key periods.  Achieving your goals: the 4 essential metrics  The pick-up rate  The pick-up rate is an indicator measuring the number of calls your teams answer out of the total number of calls received. It is calculated according to the following formula: number of calls answered/number of calls made x 100. This KPI is an indicator of efficiency and quality which is used to measure the proportion of incoming calls answered within a given time expressed in seconds.  The improvement of the pick-up rate is made through the optimization of the outgoing call dialing strategy. Dialing a number and waiting for someone to pick up does not guarantee sales growth. Nowadays, the dialing processes adopted by outbound contact centers are generally smarter:  The average processing time The average processing time is combined with the average conversation time, which must be calculated in order to be counted as an after-call. So, after the call, we will take into account the traceability of the communication and the processing time of the request. To conclude, if you take too long to process a request, your indicator will automatically drop.  Here are some tips for best results and good optimize treatment time:  First contact resolution rate This indicator corresponds to the rate of requests resolved during the customer’s first contact. It can be through a voice contact, an email or even a chat. This metric is used to assess customer satisfaction as well as the performance of the support team. It is calculated by taking the total number of requests resolved on first contact divided by the total number of requests over a given period. In order to improve the resolution rate, certain standards must be applied:  Average response time  The average response time is used to estimate the quality of work and thus assessing the efficiency of a call center. It is coupled with other customer satisfaction indices, because the objective is not only to respond “quickly”, but also to respond “correctly” to the request of his customer.  To reduce the waiting time, having an efficient IVR is essential, as it is simple and precise. It allows the customer to have a good experience due to the quick access to a qualified agent. This agent can quickly respond to the needs in order to have satisfied customers and thus, a shorter queue.  To conclude, your call center needs to measure its strengths and weaknesses in order to evolve and progress towards your objectives. Through these 4 key indicators, you will already have an understanding of the position of activity. This is to establish a specific to-to-list of things to improve both in terms of your human resources and your management to boost your productivity.  .   

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