Tag: Implementation

Leaders Talk CC-APAC: Data Science and Data Analytics in Contact Center

Friday, March 4, 2022 – The tenth Leaders Talk CC-APAC hosted by ICCA discussed ” Data Science and Data Analytics in Contact Center.” by inviting a professional speaker to the Asia Pacific contact center. This discussion was presented by Andi Anugrah, Chairman of ICCA Indonesia. The speaker is Manish Shah, Vice President SE Asia Verint, Customer Engagement Solutions.

He thinks that basically, the biggest science is a practice that is happening right now because organizations are building analytics, who’s working there, and those with these rich datasets, like voice conversations and email conversations and chats. Then, he said that data science is more used to gain lessons that can improve marketing campaigns, improve customer service, or increase cross-selling opportunities to gain sales insights. In addition, it can also measure the best quality metrics for agents for employees and empower them to make decisions for successful outcomes.

Meanwhile, Manish explained that data analytics are used within the contact center where they focus on the entire company. Analytical data is not only applied to the voice channel or just to the email channel, but also to the entire channel.

Manish said that data analysis is more about how to study the practice, learn about what customers like and don’t like, and anticipate the next customer’s needs. Companies rely on data analytics not only to determine actions that are more focused on the contact center but for those who are more focused on the business. Then, data science is not only needed today but also needed in your future and it makes you ready to face the competition in the future.

He also gives tips for leaders if they want to develop their contact center in the era of data analytics in data science. He thinks that the most important is identifying the right partners, the right technology, and the experience behind supporting your companies.

And then identifying the right process and executives bringing executive sponsorship to it and then allowing the insight to be axed enable creating the process of culture to apply those inside to measure his impact. “I think this is what the leaders of today’s CXO and CEOs should be doing so that they could keep learning and keep improving,” explain Manish. (ANF)

Leaders Talk CC-APAC: Contact Centre as a Service Implementation Strategy

Friday, February 18, 2022 – The ninth Leaders Talk CC-APAC hosted by ICCA discussed “Contact Center as a Service Implementation Strategy,” by inviting a professional speaker to the Asia Pacific contact center. This discussion was presented by Andi Anugrah, Chairman of ICCA Indonesia. The speaker is Kenneth Chong, Chairman of CCAS Singapore, Amazon Web Services ASEAN Partner Segment Lead.

With this nowadays transformation such as cloud platform, Kenneth said that he can set up a call center in 10 minutes, then we can get it done. He said that the point is when we get into our service utility model, the time that we spend on the getting staging of the data center, then your infrastructure is taken away from you. And he thinks the time to value as call center operators and all you focus on what’s most important, He said, “five to value for your customers, your access to technology that’s now on-demand. That you can experiment and try. Also, we can customize and add some within minutes here.”

Kenneth also explains how leaders can take advantage of the current situation with strategic action. He thinks from the leadership side of it, he sees some of the lead in some of the industry and call center operators. What they should be looking at from a success? The first one is we should be agile. That agility gives you the speed, your time to value, and time to market because that now becomes your accelerator.

The second is that he encourages everyone to be bolder. Don’t be constrained by what we have today because access to technology is now so easy and they are cloud-based services that are highly accessible. We should be bold and make our changes. It means that we can create a safe environment, allow people to raise ideas, and that will give us the innovation culture.

That innovation culture will help us to create meaningful things that are beneficial to our customers that I should replicable. The third one is being creative and adopting changes. We should think out of the box, don’t let our legacy bring us down our ideas. Think again of a way that you can get more creative and pre-emptive.

The last one you must be ready to be dynamic. We have to be able to react fast because we are in a world that is fully and highly dynamic. We realize is that technology is highly available nowadays. We can start looking at new technology or rather a new environment for us to pilot an experiment. (ANF)