Tag: CX

  • Need to Set-Up Operations in Emerging Markets? It’s Not a Moon Shot

    Need to Set-Up Operations in Emerging Markets? It’s Not a Moon Shot

    In 1969, when the NASA space program sent its Apollo 11 astronauts to land on the moon, they faced a colossal set of unknowns. After all, no human being had ever landed on the moon, much less walked on it. Fortunately, the technology and the systems held. Apollo 11 was a success.

    Today, global enterprises that want to set up cloud-based operations in hard-to-reach markets can take a lesson from Apollo 11. It’s a remarkable insight into teamwork and extraordinary deadlines while taking huge risks – while relying on cutting-edge technology to go to unknown regions far from headquarters.

    So when it comes to the complex question of how to set up reliable and compliant cloud-based operations in hard-to-reach markets, it certainly isn’t like going to the dark side of the moon. Far from it.

     

    Setting Up Operations in Hard-to-Reach Markets

    Multinational companies have operations that span from Angola, India, Brazil, to Thailand. Will a CIO ever be able to get an accurate picture of his global enterprise?

    Successfully expanding your operations in emerging markets is no longer a journey to the dark side of the moon. But it’s no small feat either.

    While each market presents unique challenges, several key considerations apply universally. Global enterprises need the assurance that their cloud-based operations far from the Western hemisphere will operate with the same performance and reliability with equal capability.

     

    Local Partnerships Are Essential

    Partnering with established local telecom and technology providers is crucial. They understand the local situation and can help navigate complex regulatory and infrastructure issues.

    For example, ULAP Networks has an impressive track record assisting global enterprises in launching cloud-based operations across emerging markets like Africa, the Middle East, and Southeast Asia. Leveraging the expertise of ULAP and its infrastructure ensures your systems will be compliant and built to withstand unpredictability.

     

    Compliance at Every Level 

    Maintaining data security and privacy compliance is mandatory. Be sure to fully understand GDPR, PCI DSS, HIPAA, and other relevant regulations. Implement systems to keep data protected and segmented by geography. Utilise technologies like AI and analytics to closely monitor for anomalies and generate audit trails. For example, leading providers like ULAP Networks offer solutions to simplify compliance across borders.

     

    Flexible, Redundant Infrastructure

    Bandwidth limitations and power instability are common challenges. Build redundancies to mitigate downtime risks. Consider a hybrid model combining cloud and local infrastructure. This balances cost efficiency with more control. Leverage technologies like SD-WAN to optimise network traffic and enable policy-based application access.

     

    Omnichannel Customer Experiences

    Today’s consumers expect seamless omnichannel interactions. Offer consistent experiences across channels like voice, chat, SMS, social media, and messaging apps popular locally. Cloud contact centres from providers like Genesys, NICE CXone, and Simplify360 offer the flexibility to scale channels easily.

     

    Real-Time Analytics and AI

    Harness the power of data to monitor operations and quickly address issues. With limited on-site staff, analytics and AI bots can provide visibility. Prioritise key operational metrics like system uptime, call volumes, wait times, CSAT scores and more. Tools like Salesforce Service Cloud and Zendesk incorporate these capabilities.

     

    Monitor Agent Burnout In BPOs Before It Burns Up Your Customers

    Agent burnout leads to low customer satisfaction scores. Dissatisfied customers can and do post bad reviews. It’s a downward slope of lost revenue.

    Where possible – with the cooperation of the BPO – use AI and analytics tools to improve data gathering in BPOs. Speech and text analytics software can monitor and evaluate agent-customer interactions to score performance, identify areas for improvement, and feed into training programs. AI chatbots also log details of customer inquiries that can be mined for insights.

    However, adoption is limited as most offshore BPOs are focused on cost reduction versus innovation. They can be reluctant to invest in new technologies. So, when setting up a relationship with a BPO, insist on data transparency, even if it means partnering with a call compliance company like CallCabinet, which offers advanced analytics and AI solutions.

    If they could land on the moon, expanding to emerging markets is easily achievable by comparison. Conduct due diligence to understand requirements and risks. Partner with ULAP for resilient infrastructure leveraging cloud and local networks. Prioritise compliant, omnichannel customer experiences backed by advanced analytics and AI tools from CallCabinet.

    With the right partner, your global footprint can successfully grow. Because it’s no longer a moon shot to reach emerging markets.

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    About us
    ULAP Networks has assisted Fortune 500 companies with our coverage in over 113 countries, specializing in cloud solutions for complex jurisdictions.

    We work with leading SaaS platform vendors, including CallCabinet, that provide AI-driven business insights and sophisticated emotional sentiment analysis to help global enterprises connect with their remote operations.

    Visit our ULAP for CallCabinet webpage or contact our business consultants to see how you can use advanced features in your global network at info@ulap.net

  • Pushed to The Breaking Point, Contact Centre Agents Are Burned Out

    Pushed to The Breaking Point, Contact Centre Agents Are Burned Out

    “Their youth was gone. They were old already. They were through with it. They had no more illusions, and no more resistance. They were empty and indifferent. They had been robbed of the simple human feeling of happiness…”

    – Erich Maria Remarque

    Global enterprises frequently offshore contact center operations, lured by benefits like reduced labor costs, 24/7 service capabilities, and multilingual support. While this strategic move allows businesses to concentrate on core functions, the well-being of these agents is paramount.

    High stress and burnout rates not only affect retention but can compromise brand interactions. True brand integrity requires an inclusive approach, ensuring all representatives, irrespective of location, feel valued and integral to the organization’s mission.

    According to a Cornell University 2020 research study, 87 percent of contact centre agents report high or very high-stress levels. This data doesn’t bode well for companies that rely on contact centres to be the first and only human contact with customers.

    Contributors to advisor stress include back-to-back calls, verbal abuse from customers, understaffing, constant performance monitoring, heightened consumer expectations, and the perpetual demands of being a brand ambassador.

    The Costs of Contact Centre Agent Burnout

    Agent burnout has a significant negative impact on operations and the bottom line. Key consequences include:

    • Increased absenteeism and turnover: Burned-out agents take more sick days and are more likely to resign, leading to staffing deficiencies and reduced productivity.
    • Declining customer service quality: Exhausted agents struggle to deliver excellent service, making more mistakes, interacting rudely with customers, and demonstrating apathy. This drives customer dissatisfaction and lost sales.
    • Heightened costs: The financial impact includes expenses for hiring and onboarding replacement staff, lost productivity from absenteeism and turnover, and incalculable costs from dissatisfied customers who may defect to competitors.

    Proactively identifying and mitigating burnout is crucial to avoid these negative repercussions.

    The Rise of AI and Analytics To Understand Emotional Intent

    AI has become highly efficient at recording voice, video, text and email while providing multiple ways to present contact centre managers with meaningful updates on agent performance while monitoring call volume. The aim is to support the agent during peak periods to avoid the triggers of burnout and fatigue.

    Consider a 2023 research study conducted by EvaluAgent, which provides quality assurance and performance improvement solutions for contact centres. The study was conducted among 300 contact centre professionals in Europe and North America. The highlights of the findings include:

    • 47 percent of all contact centre employees plan to leave their jobs within 18 months.
    • 23 percent of contact centres use AI
    • 72 percent of employees are comfortable with AI solutions measuring their performance

    Measuring absentee rates, turnover, customer satisfaction scores, and agent engagement can also provide leading indicators to address issues before they escalate.

    Automation and AI have made significant changes to customer support, but complex and intricate issues still demand nuance require a human touch.

    Recognizing contact centre agents, even across regions, as true vanguards of brand representation is imperative, especially as they often engage with customers during moments of frustration. Their experiences and insights, thus, become invaluable and prioritizing well-being and their feedback is essential.

    “We’re hardwired to care about the social and emotional interactions with others. We’re social beings,” said Dr Phoebe Asquith, Lead Psychologist for Wellbeing Solutions and Senior Business Consultant at Sabio Group. But for agents, the common result of caring is exhaustion and loneliness, she said.

    Get closer to your contact centre agents. Your customers will remain close too.

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    About us
    ULAP Networks has assisted Fortune 500 companies with our coverage in over 113 countries, specializing in cloud solutions for complex jurisdictions.

    We work with leading SaaS platform vendors, including CallCabinet, that provide AI-driven business insights and sophisticated emotional sentiment analysis to help global enterprises connect with their remote operations.

    Contact our business consultants to see how you can use advanced features in your global network at info@ulap.net