Creovai

The countdown is on! ? The UK team will be at Call & Contact Centre Expo UK next week and they're looking forward to seeing everybody. Here are the crucial bits to remember: Creovai is on Stand CC-D30 (Right opposite the entrance - you can't miss us ??) Simon Black will be giving a talk on the role of #AI in the modern contact centre. Where it adds value, how to approach it, and what to look our for to ensure success. Details on that session below: Connected Contact Centre Theatre Time - 12:30pm GMT Day 1 (Weds) And finally, it wouldn't be the #ccc24 without a few well-earned refreshments ?? We'll once again be teaming up with Humphrey Davis for some quality networking time at the end of Day 1. If you don't need to rush off, stop by and say hi. Venue - DoubleTree Hilton (Main bar) Time - 5pm GMT onwards... Looking forward to what will undoubtedly be another great show. #contactcentre #cx Neil Titcomb Kassia Geldard Stephen Roberts Max Jordan Chris Robinson Jack Murray Greg Taylor

Call center agents can shape a customer’s overall experience with a brand--and even one negative interaction can increase the chances of a customer churning. As a call center leader, it’s your responsibility to set your agents up for success. Investing in the employee experience can: -Increase customer satisfaction (there’s a strong correlation between a positive employee experience and a positive customer experience) -Increase customer confidence in your brand -Reduce operational costs (by helping agents resolve issues more efficiently and improve first-contact resolution) -Reduce turnover and hiring costs So how do you set your agents up for success, especially in an environment that’s notoriously fast-paced and high-stress? In our new blog, we break down our Listen-Understand-Act approach to improving the agent experience--and show you how you can combine real-time guidance and conversation intelligence technology to create a continuous improvement loop: https://hubs.la/Q02YVknj0 #EmployeeExperience #CallCenters #Management

Too often, contact centers overlook their most valuable asset: the frontline agent. Our new eBook, “Simplify Your Agent Experience to Deliver for Your Customers,” provides leaders with strategies that turn their agents into their greatest CX advantage. One of the biggest reasons you should be focusing on your agent experience? Your customers' perceptions of their service interactions have a big impact on their decision to stay loyal or abandon your brand. Research from ?Shep Hyken and?RingCentral?(featured in their 2024 Achieving Customer Amazement study) found the top 3 reasons customers say they continue buying from a business after a service interaction all have to do with how the agent treated them. Their research reveals a powerful connection: a better agent experience (AX) leads directly to improved customer satisfaction and loyalty. Think about it—when your agents are supported, engaged, and empowered, your customers feel that positive impact in every interaction. With the right insights, coaching, and real-time guidance, you can simplify agent workflows and help your agents deliver great customer experiences. ?? Are you ready to learn about what’s possible in your contact center? Download our eBook at the link below in the comments to explore actionable insights that will simplify your agent experience and elevate CX. #CustomerExperience #AgentExperience #ContactCenter #CXInnovation

There's been a lot of speculation about how AI will transform the role of the contact center agent in the next few years. But let's set the record straight: AI isn't going to replace human agents anytime soon. In fact, most customers still prefer speaking to a real person, especially when tackling complex issues. Did you know that live phone calls account for roughly 65% of all inbound interactions? Also, a recent study found that 70% of US consumers still choose live phone calls as their preferred customer service channel. Why? Because humans provide qualities that AI cannot—context, empathy, and problem-solving skills. But here's where AI's purpose comes in: Imagine the weight of repetitive tasks lifted from agents' shoulders, leveraging AI-generated call summaries, and making data-driven decisions faster. AI augments (not replaces) the human touch. In fact, according to a ContactBabel survey, while 100% of businesses see AI as a way to support their agents, only 26% believe AI could fully replace them. The future of customer service isn’t about choosing between agents and AI—it’s about combining their strengths to deliver exceptional experiences. Want to learn more? ?? Download our latest eBook, Simplify Your Agent Experience to Deliver for Your Customers, and discover how AI can improve your contact center without sacrificing the human touch. Link in comments below! #CustomerExperience #AI #ContactCenter

If you are headed to the Call & Contact Centre Expo UK at the end of the month, join the Creovai team for a drink and find out how Agent Copilot can reduce Contact Centre Opex by more than 15% Drop me a note if you'd like to join us Simon Black, Neil Titcomb & Kassia Geldard

When it comes to AI in the contact center, the focus is usually on improving self-service options and efficiency. But what about improving the agent experience? Here's the reality: contact center agents have stressful, complex jobs. 40% turnover isn't uncommon. And this directly impacts customers. While AI for self-service is important, we can't forget about using technology to help agents succeed. AI can provide real-time guidance, automate repetitive work (hello, call summarization), and uncover insights to improve training. With the right AI strategy, contact centers can reduce complexity and stress while giving agents the guidance they need to successfully solve customer issues. When agents are set up for success, customers win too. ?? We take a closer look at how AI can help agents rather than replace them in our new blog post: https://hubs.la/Q02Y3xV50

Contact center leaders: you can’t afford to neglect your agent experience. Customers still want to speak to human agents when they have complex issues to solve, and the average length of contact center calls is increasing. At the same time, agent turnover rates are high, and agents are getting burnt out thanks to high call volumes, stressful customer interactions, and a lack of training opportunities. If you’re not giving your agents the tools and training they need to succeed, there’s a high likelihood they’ll leave—negatively impacting the customer experience in the process. We’ve created a new agent experience handbook with strategies to reduce agent stress, lower turnover rates, and increase customer satisfaction. Get it now at the link in the comments. #EmployeeExperience #CustomerExperience #CallCenters

There's a new change to the world of contact center technology that we think you should see. Creovai is introducing our Real-Time Agent Guidance and Conversation Intelligence technology—a dynamic duo designed to revolutionize contact centers and operations. This helps leaders make informed decisions to improve coaching and agent resources with insights via post-call analytics, helps agents stay informed in-call, and reduces customer friction with real-time agent guidance. How do you think this innovative combo could transform your team's performance? Head to our website for all the details.

Have a love-hate relationship with call scripting? (We know many contact center leaders do.) On one hand, scripts help keep agents on track and in compliance--and they can be especially helpful for newer agents. On the other hand, over-reliance on scripts can leave agents sounding robotic or powerless to help the customer. One call center team leader we spoke to said that when they were using an inflexible, outdated call scripting solution, they recorded 50 instances in one month of customers asking if agents were just reading from a script and requesting to speak to someone more senior. So how do you get the benefits of call scripting without the robotic agent effect? In our new blog post, we look at how dynamic scripting technology and AI-powered agent assistance can guide agents while still empowering them to be flexible and solve complex customer issues. You can read the full post now: https://hubs.la/Q02WZfRm0 #CallCenters #CustomerExperience #Technology

Only a few weeks until the Call & Contact Centre Expo UK in London - I'm hosting after conference drinks with Neil Titcomb, Simon Black, Kassia Geldard and the rest of the amazing team from Creovai on the Wednesday evening (November 27th) - please drop me a note if you’d like to join us #CallCentreEXPO #ccc24 #callcentre #contactcentre #customerexperience David Juniper