Over the past couple of years Talegent’s contact centre software has been an incredible accomplishment, and we have seen some incredible success stories coming out of the industry. But success isn’t built through inaction, and so we’ll soon be releasing Version Two of our Contact Centre solution. For Version Two, we’ve integrated all of the feedback we’ve received from you – and used it to build a product that we think is better than ever. In light of this, I’ve selected what I think are the top three features of our brand new contact centre solution.
- Webchat: Just a few short years ago webchat features were a novelty, now they’re an essential business communication. We have recognised this and added a webchat feature to our Contact Centre Simulation, so you can get the most complete picture of how contact-centre operatives will handle customer requests – regardless of how they communicate with them.
- Voice audition: I’m sure you’ve all had the experience of being on the phone with a contact-centre operative who is… less than engaging. Contact centre version two offers the feature of recording candidate’s responses so you can see how they will sound when talking on the phone.
- User interface overhaul: Contact Centre Version One was an excellent simulation of what a contact-centre looks like, but I believe that Version Two has far surpassed this goal. We looked at some of the software that the largest contact-centres use and used this to produce an experience that not only looks, but also sounds and feels real (although hopefully without the crumbs on the keyboard).
Along with this top three, there will be a spate of other improvements including improved localisation, an in-depth tutorial, and many more. With Contact Centre Version Two I believe we have not only reached the cutting edge, but far outstripped it. If you’d like to know more about what Talegent can do for you, visit our website.
I have been invited to speak at the upcoming Annual HR Advisors Conference – and this year’s theme is ‘becoming an operationally strategic superhero.’ 2014 was a year of incredible growth and change for the HR industry, and much of the literature being produced reflects these exciting developments. Seed has produced a list of the top 50 HR & recruitment articles of 2014. (https://seed.jobs/top-50-hr-recruitment-ebook) From this, I have selected the five articles which I feel are most relevant to ongoing innovation in the HR industry, which I will be speaking about during the conference.
- Jayson Saba – 4 ways Technology Will Reshape Organisational Success in the Coming Years: Saba creates an insightful run-down of the trends we can expect to see in the HR industry in the coming years including mobile, analytics based work, and performance management.
- Matt Charney – Pity the Tool: The Limitations of HR Technology: This article provides an incredibly comprehensive breakdown of some of the pitfalls that HR departments may fall into, as well as providing innovative solutions to avoiding and even excelling in this environment.
- Bill boorman – The Talent Tipping Point: Boorman continues to inspire with his shrewd analysis of the recurring patterns in the HR industry. In this article he discusses a ‘talent tipping point’ – where organisations no longer need to seek out new connections and can attract talent solely on their existing ones.
- Todd Owens – Empower HR: Call to Action for HR Technology Providers: Todd Owens addresses the growing complexity of the HR market, and suggests that in many cases the technology is not sufficient to keep up with this growing complexity.
- Jason Averbrook – Internet Killed the HR Star: This article discusses how the rapid rise of the internet has made many of the traditional mechanisms that support HR obsolete, and that technology – and employees will need to adapt to make the most of these changes.
So there you have it, a taste of the five best articles to help you prepare for the coming changes in the HR space. I urge you to have a look at the original articles to gain an in-depth understanding of the issues they consider. I will be discussing these changes and innovations, as well as some of our own exciting new developments at the Elephant conference on the 22nd of January. I hope to see you there.