Close Menu
TechCentralTechCentral

    Subscribe to the newsletter

    Get the best South African technology news and analysis delivered to your e-mail inbox every morning.

    Facebook X (Twitter) YouTube LinkedIn
    WhatsApp Facebook X (Twitter) LinkedIn YouTube
    TechCentralTechCentral
    • News

      Public money, private plans: MPs demand Post Office transparency

      13 June 2025

      Coal to cash: South Africa gets major boost for energy shift

      13 June 2025

      China is behind in AI chips – but for how much longer?

      13 June 2025

      Singapore soared – why can’t we? Lessons South Africa refuses to learn

      13 June 2025

      10 red flags for Apple investors

      13 June 2025
    • World

      Yahoo tries to make its mail service relevant again

      13 June 2025

      Qualcomm shows off new chip for AI smart glasses

      11 June 2025

      Trump tariffs to dim 2025 smartphone shipments

      4 June 2025

      Shrimp Jesus and the AI ad invasion

      4 June 2025

      Apple slams EU rules as ‘flawed and costly’ in major legal pushback

      2 June 2025
    • In-depth

      Grok promised bias-free chat. Then came the edits

      2 June 2025

      Digital fortress: We go inside JB5, Teraco’s giant new AI-ready data centre

      30 May 2025

      Sam Altman and Jony Ive’s big bet to out-Apple Apple

      22 May 2025

      South Africa unveils big state digital reform programme

      12 May 2025

      Is this the end of Google Search as we know it?

      12 May 2025
    • TCS

      TechCentral Nexus S0E1: Starlink, BEE and a new leader at Vodacom

      8 June 2025

      TCS+ | The future of mobile money, with MTN’s Kagiso Mothibi

      6 June 2025

      TCS+ | AI is more than hype: Workday execs unpack real human impact

      4 June 2025

      TCS | Sentiv, and the story behind the buyout of Altron Nexus

      3 June 2025

      TCS | Signal restored: Unpacking the Blue Label and Cell C turnaround

      28 May 2025
    • Opinion

      Beyond the box: why IT distribution depends on real partnerships

      2 June 2025

      South Africa’s next crisis? Being offline in an AI-driven world

      2 June 2025

      Digital giants boost South African news media – and get blamed for it

      29 May 2025

      Solar panic? The truth about SSEG, fines and municipal rules

      14 April 2025

      Data protection must be crypto industry’s top priority

      9 April 2025
    • Company Hubs
      • Africa Data Centres
      • AfriGIS
      • Altron Digital Business
      • Altron Document Solutions
      • Altron Group
      • Arctic Wolf
      • AvertITD
      • Braintree
      • CallMiner
      • CYBER1 Solutions
      • Digicloud Africa
      • Digimune
      • Domains.co.za
      • ESET
      • Euphoria Telecom
      • Incredible Business
      • iONLINE
      • Iris Network Systems
      • LSD Open
      • NEC XON
      • Network Platforms
      • Next DLP
      • Ovations
      • Paracon
      • Paratus
      • Q-KON
      • SkyWire
      • Solid8 Technologies
      • Telit Cinterion
      • Tenable
      • Vertiv
      • Videri Digital
      • Wipro
      • Workday
    • Sections
      • AI and machine learning
      • Banking
      • Broadcasting and Media
      • Cloud services
      • Contact centres and CX
      • Cryptocurrencies
      • Education and skills
      • Electronics and hardware
      • Energy and sustainability
      • Enterprise software
      • Fintech
      • Information security
      • Internet and connectivity
      • Internet of Things
      • Investment
      • IT services
      • Lifestyle
      • Motoring
      • Public sector
      • Retail and e-commerce
      • Science
      • SMEs and start-ups
      • Social media
      • Talent and leadership
      • Telecoms
    • Events
    • Advertise
    TechCentralTechCentral
    Home » Company News » Does your contact centre have the CX factor?

    Does your contact centre have the CX factor?

    Promoted | It’s the cherry on top or the last straw that broke the camel’s back. The customer experience of your contact centre is what helps your customers decide: should they stay, or should they go?
    By Pivotal Data19 August 2022
    Twitter LinkedIn Facebook WhatsApp Email Telegram Copy Link
    News Alerts
    WhatsApp

    It’s the make or break. It’s the cherry on top or the last straw that broke the camel’s back. The customer experience (CX) of your contact centre is what helps your customers decide: should they stay, or should they go?

    Customer-centric businesses are 60% more profitable than those that aren’t, according to a Forbes article written by Blake Morgan, customer experience futurist, author and keynote speaker.

    Most contact centres have already started their transformation to become customer centric. However, without an expert’s guidance, it can be a little overwhelming trying to gauge the progress of a contact centre against others.

    Learn more at pivotaldata.co.za

    Here are 5 markers of a contact centre that has the “CX factor”:

    1. Conversational experiences that build connections

    A contact centre that offers omnichannel experiences that meet their customers where they are is on the right track. Can that be taken a step further?

    The delivery service provider Bolt was able to achieve a 40% increase in its driver registration rate by integrating WhatsApp for Business into its existing solution, according to Orediretse Molebaloa from Infobip. There were three critical elements to this success: chatbots, the conversations feature and the moments feature. Here’s where the real value gets unpacked: the moments feature allows the contact centre to trigger specific, segmented messaging based on certain events, creating a hyper-personalised customer experience.

    Contact centres have an unwritten obligation to create personalised experiences for their customers. But it’s not an all-you-can-eat buffet. It’s about choosing the right solutions. Many contact centres have multiple providers to handle different channels across different functions of their organisation. This makes getting a full view of the customer journey a challenge. Instead, Molebaloa suggested an integrated approach to communication across channels and business functions that is scalable and agile.

    2. Making the customer feel heard

    Contact centre speech analytics is not a nice to have, it’s essential. The golden data is there, it is simply a matter of implementing the mining process.

    The ability to track and trend behaviours over time is the key to unlocking the value of speech analytics. Listening to every conversation gives a concrete, holistic view of which interventions are working, and which are not, making sure that contact centres can course correct in near real-time.

    According to Corey Springett from Callbi Speech Analytics, a contact centre can achieve in three major areas by implementing speech analytics:

    Direct cost savings
    One such example of direct cost savings is the ability to reduce dead air or silent time on calls. Excessive silent time is usually an indication that the agent is searching for information and requires more training.

    Revenue generation
    A quick example of this is which agents are making use of benefit statements are which are not? Which benefit statement is producing the best results? Increase revenue generation by increasing effectivity.

    Customer and agent experience
    With speech analytics, agents can no longer disguise negative conversations and interactions. Additionally, high-risk customers, such as those who have threatened legal action, can be flagged to be sensitively handled.

    According to Springett, speech analytics unlocks the difference between information and intelligence – the difference being the ability to quantify.

    3. Reaching the customer

    The rise of TrueCaller and other call block software has been a challenge for outbound contact centres. Often these call centres will be burning through numbers quickly and have no way to gain insight as to why.

    According to Dalton Wilds from BullTech, the best thing for outbound contact centres is the power to manage CLIs, gain insights on those CLIs, and make decisions based on the insights. Dalton notes that customers have seen as much as a 30% increase to answer success rates (ASR) shortly after the implementation of CLI Manager.

    One of the most attractive features of CLI Manager is the VIP Fallback function. Should a certain high-value customer be unreachable for a set amount of time, they can be added to the VIP fallback database. This database will then be contacted with the top-performing number. This is automated and the database is refreshed at set periods.

    For any contact centre, this kind of real-time adaption is critical to CX.

    4. Understand customer and employee experience

    By understanding customer and employee experiences, contact centres can drive retention, processes, and profitability. Believe it or not, this can be done in a sophisticatedly simple manner.

    According to Marcus Thorne from Smoke CI, their product agnostic, Voice of the Customer solution was able to deliver outstanding results for Standard Bank. Through data insights and verbatim response analyses provided by Smoke CI, the bank implemented niche, target interventions which improved all key metrics.

    Essentially the goal is to truly understand the sentiment of the customer and the employee. It’s about actionable data that grows the lifetime and value of customers and employees.

    5. The perfect agent

    The quality of contact centre agents is pivotal to the performance of a contact centre. The successful recruitment of these specialised agents is therefore imperative.

    The cost of not placing the ideal fit for your organisation is time — induction time and training time. While this is happening, the contact centre agent is not performing at their peak, taking longer to resolve queries and understand the client, placing unnecessary pressure on both the contact centre and the agent.

    The optimal solution is to assign the task to the most specialised party. According to Jessica Schutte of SelectONE, a comprehensive talent management solution that specialises in contact centre recruitment, it is imperative that your recruiter understand the four strategic pillars of any CX operation, namely reducing costs, operational agility, increased revenue and improved customer experience.

    The CX factor in a nutshell

    If a contact centre has actively pursued conversational experience, the ability to understand their customer, the ability to reach the customer, the ability to gain insights into employee and customer satisfaction, and is recruiting and retaining the right agents, it is well on its way to having the CX factor.

    If any of these elements are missing in your contact centre, contact Ingrid Green at [email protected] or visit pivotaldata.co.za.

    About Pivotal Data
    Pivotal Data is a specialist provider of contact centre and enterprise communication solutions. We assist organisations of all sizes by consulting, implementing, maintaining, and managing solutions that simplify complexity and create agile, customer-centric organisations. Our solutions provide our customers with the ability to make every interaction engaging, insightful and profitable, helping grow businesses and improve competitive market positions.

    • This promoted content was paid for by the party concerned


    Ingrid Green Pivotal Data
    Subscribe to TechCentral Subscribe to TechCentral
    Share. Facebook Twitter LinkedIn WhatsApp Telegram Email Copy Link
    Previous Article15 September pegged as target date for ethereum’s big ‘Merge’
    Next Article Blue Label expects robust full-year earnings growth

    Related Posts

    Connect acquires Pivotal Data and illation

    7 December 2022

    Signs it’s time to evolve: assessing your CX maturity

    20 September 2022

    First Group Management untangles communication complexity with Genesys solution

    20 July 2022
    Add A Comment

    Comments are closed.

    Company News

    Huawei Watch Fit 4 Series: smarter sensors, sharper design, stronger performance

    13 June 2025

    Change Logic and BankservAfrica set new benchmark with PayShap roll-out

    13 June 2025

    SAPHILA 2025 – transcending with purpose, connection and AI-powered vision

    13 June 2025
    Opinion

    Beyond the box: why IT distribution depends on real partnerships

    2 June 2025

    South Africa’s next crisis? Being offline in an AI-driven world

    2 June 2025

    Digital giants boost South African news media – and get blamed for it

    29 May 2025

    Subscribe to Updates

    Get the best South African technology news and analysis delivered to your e-mail inbox every morning.

    © 2009 - 2025 NewsCentral Media

    Type above and press Enter to search. Press Esc to cancel.