ACE Virtual Experience
ACE 2022: Alvaria U is quickly approaching, September 11th – 15th in Las Vegas. While registration for our in-person experiences have closed, you still have a chance to register for our virtual experience, on September 13th – 14th.
This is your opportunity to stream the CEO address, product roadmap and keynote sessions. Take advantage of our Labor Day deal and use code ACE22-VIRTUAL-25 and register for just $25 – a $74 savings!
On Tuesday, September 13th at 12:00 PM EDT / 9:00 AM PDT, you’ll have one of your first chances to hear directly from our new Chief Executive Officer, Jeff Cotten.
The next day, Wednesday, September 14th at 12:00 PM EDT / 9:00 AM PDT, our product leadership team will take the stage to share our product roadmap and the long-term vision of our product.
Then, you won’t want to miss our keynote speaker, Gibson Biddle. In 2005, Gibson joined Netflix as VP of Product and in 2007, launched the video streaming service that 130M people know and love today. He teaches graduate-level entrepreneurship and product management courses at Stanford and Dartmouth, is an adviser to a half-dozen Silicon Valley startups and gives product leadership talks and workshops all around the world.
Join us virtually on September 13th and 14th.
Accelerate ‘22: Cultivating Joy in the Workplace, Presented by Dr. Stevie Dawn
Join us on Thursday, September 1st at 11:30 AM EDT / 8:30 AM PDT for the live Accelerate ‘22 session Cultivating Joy in the Workplace — Retain, Re-engage, and Re-inspire Your Employees, brought to you by the Alvaria DEI committee.
You used to love this job. Now you dread every Monday, count down the days until Friday and then go to happy hour to complain about work. What happened? We all experience those “first day at a new job” feelings: excitement, energy, happiness. Then we start to see the cracks. And over the years, we forget why we took that job in the first place. It is time to reignite the spark. Happier employees take fewer sick days, outperform the competition and demonstrate increased productivity. As a leader, when you cultivate joy in the workplace you retain, re-engage and re-inspire your employees.
Accelerate ‘22 is the fastest way to get updates on our product roadmap, executive perspective with thought leadership sessions, tips and tricks to get the most out of your investment, success stories, use cases, company announcements and more!
Get unlimited access to topics curated for our current and future customers and partners. New sessions are added regularly, plus we have a wide variety of on-demand sessions.
Call Centre Robotic Process Automation Benefits and Use Cases
The robotic process automation (RPA) market is expected to grow to $13.39 billion by 2030. To put that in perspective, a stack of 13 billion $1 bills would be about 883 miles high.
RPA application in the call centre is increasing in popularity because it increases productivity and improves security for any company, but especially those with contact centres. But first, let’s define RPA.
What is RPA in the Call Centre Environment?
Robotic process automation bots are used in contact centres to automatically perform repetitive tasks. Bots automate these tasks with or without an agent’s involvement.
What is the Difference Between Attended and Unattended RPA?
Attended RPA bots automatically pull up and fill in information on agents’ desktops to assist them with calls, chats and other forms of communication with customers.
Unattended RPA bots automatically perform tasks behind the scenes like retrieving, processing or importing data.
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Cost of Living Crisis: The Importance of Proactive and Empathetic Outreach
With inflation rates hitting record levels worldwide, there’s no doubt we are entering a global cost of living crisis. A recent report noted that the highest recorded global inflation of the past decade took place in 2008 when the inflation rate was approximately 6.4% compared to the previous year. As of July 2022, the U.S. and the U.K. are seeing 40-year record level highs with rates in both regions at 9.1%. Specifically in the U.K., the Bank of England forecast predicts that the inflation rate will hit 11% by the end of 2022.
With the cost of goods and services being high we know this is going to affect consumers, but how is this going to affect organisations?
While there will be many areas of impact, let’s focus on four key areas and how organisations can prepare and avoid negative impact...
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Inbound or Outbound Contact Centre? What’s the Difference?
Unsure of the differences between inbound and outbound call centres? Let’s set the record straight.
Inbound Contact Centres: Focus on CX
Providing a world-class customer experience is more important than ever. In fact, a PwC report found that 32% of all customers would stop doing business with a brand they loved after one bad experience. If your organisation is involved in receiving inbound calls for customer service, product or technical support, payment or order processing or renewal upgrades – just to name a few – not having an inbound solution with best-of-breed capabilities could have a negative effect on your bottom line.
Outbound Contact Centres: Ensure Industry Compliance
Outbound call centres, where calls are initiated by a call centre agent to a customer, are generally used for cold calls, appointment setting, market research and financial services such as collections. It’s important to understand that while a superior customer experience is important for outbound activities, maintaining compliance with industry regulations and protecting customer data are paramount to achieving outbound success.
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WFM: Empower People & Improve Processes
In response to the massive structural shift in the call centre that has occurred since 2020, organisations have been wondering what to do about managers within the organisation. Middle management, senior level management and management trainees are all, to borrow from Ted Allen, “on the chopping block.” A once-ubiquitous business card title is now a harbinger of expendability.
The desire to efficiently run your business yourself has always existed. Historically, ownership and management were synonymous, but assembly and industrial progress necessitated more workers, more workstreams, and subsequently more than one manager. Which leads to the obvious question who manages the managers? Typically, a managerial role could refer to people, technology, or processes, but rarely encompasses all three in the same role...
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Upcoming Events
ACE 2022: Ready, Set, Grow.
September 11- 15, 2022 – The Venetian Resort, Las Vegas
ICMI Call Centre Expo
October 24 – 27, 2022 – Omni Orlando Resort at ChampionsGate, Orlando, Florida area
The Forum National Convention
November 9, 2022 – Warwickshire, United Kingdom
Call & Contact Centre Expo
November 22 – 23, 2022 – Excel Centre, London
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