Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
Four ways that contact centers are changing in 2021 and beyond
We started this sequence last week with a post on the connotations of “contact center” vs. “call center” and the ways that they’re changing, and now we want to go more in-depth into some of those ways. Mobile-first and app-driven We know about the rise of mobile over the last decade or so -- more people on Earth currently have a mobile phone than have access to a running toilet -- [...]
Bring the call center into the future
Does the term “call center” have a negative connotation? In many ways, absolutely. Customers think of call centers and they often think of long wait times, people that can’t answer their question directly, a significant journey to even find a human being to talk to, the chance that the person you reach won’t communicate well in your language, and more. On the call center agent side, call centers have [...]
The BPO market might grow $76B between 2020 and 2024
That’s based on findings and research from Technavio (full report available for download here). The $76B USD figure represents a compound annual growth rate (CAGR) of 7% over the next four years. BPO industry growth - predictions Notable highlights from the report: The major business process outsourcing market growth came from the IT and telecommunication segments. The business process outsourcing market share growth by the IT and telecommunication segment [...]
The seven parts of digital transformation: An introduction
So what exactly is digital transformation? In the most general sense, “digital transformation” means that you incorporate digital approaches into the full ecosystem of your business. Typically this is going to mean some mix of using the cloud, using data better, using an element of AI and machine learning, and more. It takes your processes from “manual and on-site” to “automated and from-anywhere.” It allows for a true omnichannel [...]
Three big shifts in the contact center industry
Our CEO, Arnold, just sent an email to some of our partners, associates, and potential future business partners. We wanted to excerpt the top of the email, because it showcases three important trends in contact centers, BPO, and outsourcing. The entire outsourcing + contact center industry is changing, and we’re currently at the forefront of it in several important ways. The expansion of digital: We are at the dawn [...]
Should you build your own chatbot?
You theoretically could, although without a proper development background, it’s very likely to be a long, time-consuming, potentially frustrating process. There are tutorials online to guide you, but typically a better approach is a third-party, outsourced chatbot solution. At Conectys, we partner with Google, which is designed to engage with your end-users. It’s very multi-faceted, including ES documentation. At the same time, it’s important to note that Conectys deeply believes [...]
Where do chatbots have the biggest impact?
Let’s get deeper into their potential impact of chatbots In our last blog, we talked about thehumble beginnings of chatbots. Where we see chatbots most, and their impact One of the major areas you initially saw chatbots scale was recruiting and talent management functions. You can argue that bots shouldn’t necessarily be talking to candidates in the name of “candidate experience,” but bots are good [...]
The humble beginnings of chatbots
Don’t worry, we’ll keep this a bit short, but it’s important to nerd out and know the basics and the arc of what happened with chatbots. The first-ever chatbot, presumably, was developed in 1966 at MIT by a professor named Joseph Weizenbaum. Said chatbot was named ELIZA, was actually rooted in some of Alan Turing’s work around The Turing Test, and the idea was that a computer program could [...]
The Fourth Industrial Revolution
We are at the dawn of what some analysts call “The Fourth Industrial Revolution.” The World Economic Forum has defined this as different from The Third Industrial Revolution - that’s what many people believe we are currently in - because of scope, velocity, and systems. In short, the Fourth Industrial Revolution is about the possibilities of billions of people connected by mobile devices, with unprecedented processing power, storage capacity, [...]
COVID and the doubling-down on flexibility and speed in B2B partnerships
The biggest transformation we’ve seen since mid-March is the need for flexibility and speed in customer interactions. We need partners and customer experience processes that can adapt quickly, creatively, and with elasticity. Easier said than done, though. Let's talk solutions! How do you translate that to your partner selection criteria and process? Some key things to look for: Strength and speed [...]