If you know that your contact centre business strategy needs to change in order to fulfil current and future business needs, finding the right way forward can be really challenging. However, a complete strategy redesign may well not be needed. In many cases, a refresh might be all that’s required, which can help make the…

There can be many different driving factors behind the decision to take a look at organisational design and see if a refresh is needed for a contact centre. Change can be difficult, especially at scale, but can have a huge impact on long-term business success, talent development and retention and efficiency, if done well. We…

  The systems and tools you use as a contact centre play an enormous role in how you can perform as a business and the capabilities you have for assisting customers and making all of the parts of the back office join up as they should. If things aren’t working as optimally as you think…

  A study carried out by Avocado 55 has highlighted that around 44% of relevant contact centre technology capability simply isn’t being used by the organisations that are paying for the solution. This doesn’t mean that the incorrect tool is being used, but that an already well-matched solution for the organisation just isn’t being used…

  Recent research by Avocado 55 has shown that only 56% of the capability of technology tools used in customer management, analytics and WFM is being utilised, meaning that 44% is being wasted, with organisations paying for features and functionality that they’re not even using.  Why aren’t contact centres making the most of the technology…

Could your processes benefit from automation? Where do you start? If intelligent automation sounds like it could help improve your efficiency levels, you’ll need to draft up an adoption plan. This involves assessing your strategy, business needs and internal resource requirements. Here are some hints and tips to get you on the right path. Decide…

To make a partnership work in the best interest of the client it is necessary to have predefined roles. Avocado55 and VKY Automation work well together by having a good division of work and a partnership built on trust and mutual respect. Why? Reduced cost to serve Increase the quality / consistency of service Scalability…

Knowledge erosion is a common problem in WFM deployments. The client deploys the software to huge initial success in the opening 6 months. Year 2 is steady; staff are enjoying their new cutting-edge technology but by year three turnover of staff has meant that gaps are appearing in expertise in several areas of the organisation.…