Today, we talk to Maarten Seuntjens, Lead of the Innovation Lab at NewCo. Maarten has been instrumental in developing innovative solutions that help NewCo stay ahead in a rapidly changing industry. In this interview, we’ll explore Maarten’s approach to fostering innovation, discuss the challenges he faces, and learn about the latest trends and technologies shaping the future of our industry.
What are the key trends and changes currently shaping the Customer Service BPO industry?
The Customer Service BPO industry is undergoing rapid change, influenced by several key trends. One major trend is the implementation of unified omnichannel support, which allows for seamless interactions across various platforms and ensures a consistent, customer-focused service experience. Another significant development is the rise of AI and automation, which are transforming operations by automating routine tasks and providing data-driven insights, thereby improving service efficiency and customization. Additionally, there is an increasing focus on self-service solutions, enabling customers to independently resolve issues through AI-driven chatbots and interactive FAQs. This not only boosts customer satisfaction but also helps reduce operational costs.
What innovative strategies have you implemented at NewCo to enhance customer service?
At NewCo, we’ve introduced several innovative strategies to improve our customer service. One of our standout initiatives is the Agent Assist tool, which leverages AI to provide real-time support to our agents. This helps them offer accurate and prompt responses, improving interaction quality, reducing Average Handle Time (AHT), increasing First Time Right rates, and cutting down on training time.
We’ve also developed an internal tool called NCC Cleopatra, enabling our agents to communicate in over 28 languages. This tool goes beyond simple translation; it adapts to the specific style and terminology of each language, ensuring culturally appropriate and precise responses.
Furthermore, we are proud of our Virtual Agent, powered by Natural Language Understanding (NLU), which efficiently routes calls and manages simple, repetitive tasks. This technology ensures smooth, high-quality interactions and allows our human agents to focus on more complex issues. Together, these innovations significantly enhance our service quality and operational efficiency.
How do you evaluate the viability of new ideas or innovations?
At NewCo, evaluating new ideas involves a comprehensive approach. We assess innovations based on how well they align with our strategic goals, their market potential, and feasibility. This includes thorough cost-benefit analyses and pilot testing to evaluate practical implementation. We also seek feedback from key stakeholders and customers to ensure the innovation addresses real-world needs and expectations. This rigorous evaluation process helps us prioritize projects with the most significant impact.
How do you foster a culture of innovation within NewCo?
To cultivate a culture of innovation, we encourage open communication and collaboration at NewCo. We host regular brainstorming sessions and innovation workshops where team members can freely share their ideas. Additionally, we have a recognition program in place to reward innovative solutions that positively affect our operations or customer experience. By fostering an environment that values and supports creativity, we’ve seen a noticeable increase in employee engagement and innovative output.
