Posts by: accordia

Building a Rockstar Contact Center Team

Human or AI? Why Not Both?

You’ve probably seen those futuristic videos of warehouses run entirely by robots: efficient, precise, and completely automated. It begs the question: Will contact centers go the same way? With AI-powered chatbots handling FAQs and virtual agents trained on Large Language Models (LLMs), it seems like human agents might soon be obsolete.

But here’s the reality: AI is powerful, but it can’t replace the human touch.

AI struggles with empathy, cultural nuances, and critical thinking. And until it can, customers will still turn to human agents for personalized, meaningful interactions. So, instead of choosing between AI and humans, the best contact centers combine both; leveraging technology to enhance efficiency while keeping the heart of customer service human.

The Secret to a High-Performing Contact Center Team

Creating an outstanding contact center team isn’t just about hiring the best people. It’s about training, strategy, and integrating the right tools to empower agents. Here’s how to build a powerhouse team:

1. Identify & Close Skill Gaps

A well-structured contact center typically includes frontline agents, technical support, customer success managers, and CX administrators. However talent shortages, high turnover, and evolving work expectations make it tough to maintain this ideal structure.

So, what’s the fix?

▪️ Analyze competency gaps: Identify where your team struggles, whether it’s product knowledge, communication, or problem-solving.
▪️ Leverage AI-powered tools: Chatbots like Accordia ACE Chatbot & Live Chat handle FAQs, freeing agents to focus on complex issues that require a personal touch.
▪️ Use automation to optimize workflow: Omnichannel platforms like Accordia Desk streamline support tickets and enhance team collaboration, improving efficiency and response times.

2. Training: Your Secret Weapon

Great customer service isn’t just about natural talent, it’s built through continuous learning. That’s why companies that invest in training consistently outperform their competitors.

Did you know Gen Z (people born between 1990- 2010) places high value on upskilling opportunities when choosing where to work? Keeping your team engaged means providing:

▪️ Ongoing skill development: From soft skills like empathy and negotiation to tech training on AI-driven platforms.
▪️ Omnichannel solutions: Implementing Accordia Omnichannel Contact Center, which integrates voice, WhatsApp, web chat, and social media, ensures agents stay connected and productive.
▪️ AI-powered training support—With AI & Automation tools like AI knowledge bases and AI-powered call transcription, agents can quickly access information and enhance their customer interactions.

3. Turn CX Agents into Business Growth Experts

Customer experience isn’t just about answering queries—it’s a revenue driver. Empowering agents with a business development mindset can transform your contact center from a cost center into a profit center.

How?

▪️ Active listening & relationship building: Customers remember great service, and that leads to loyalty.
▪️ Data-driven insights: Omnichannel platforms track customer behavior, helping agents identify upsell and cross-sell opportunities.
▪️ AI-powered recommendations: ACE Chatbots prompt relevant offers, increasing conversions without sounding pushy; while AI call transcriptions enable agents to personalize responses to improve customer experience.

By integrating a Cloud & On-Premise Integration model, businesses can scale flexibly while ensuring top-tier service tailored to their needs.

The Future: AI & Humans Working Together

Will AI take over contact centers completely? Probably not, at least, not anytime soon. Human agents still bring the warmth, empathy, and problem-solving skills that AI lacks. But companies that strike the right balance between AI-powered CX solutions and continuous training will lead the pack.

Want to take your customer service to the next level? Boost your customer service with the perfect blend of AI and human expertise where Accordia Global makes it seamless!

Accordia Global at IA Business Summit 2024: Elevating Customer Experience with AI and Automation

9th October 2024, at Connexion, The Vertical: Accordia Global had the opportunity to participate in the Internet Alliance Business Summit 2024, with an apt motto – Level Up Malaysia! Helping companies from MNCs, SMEs, and MSMEs to stay ahead of the curve entering into 2025. The Opening speech was by Dr. Sunny Ooi, Founder & CEO of ClickAsia, and the following keynote was by YBrs. Tuan Shakib Bin Ahmad Shakir, Timbalan Ketua Setiausha (Strategik & Pengurusan) Kementerian Digital.

Internet Alliance Malaysia is an organization established in 2010 to share different expertise and provide good service in creating a support system for all IT industry in Malaysia.

Accordia Global resonates with these conversations addressed during the business summit, as the main agenda of the talks are these three main topics close to every business owner’s heart, such as AI in Business, Cybersecurity, and Business Resilience.

Showcasing Accordia’s Innovations: AI-Powered Customer Engagement & Security.

At the heart of our booth, Accordia Global highlighted three key solutions designed to revolutionize customer interactions and business operations:

1) Accordia ACE: The AI-Powered Chatbot for Smarter Customer Engagement

Conversational AI is redefining how businesses engage with customers. Accordia ACE Chatbot delivers:
✅ Human-like conversations for seamless interactions.
✅ Instant, intelligent responses to enhance customer journeys.
✅ Improved efficiency, allowing teams to focus on high-value tasks.

With ACE, businesses can provide 24/7 support on platforms like WhatsApp, reducing response times while ensuring a frictionless customer experience.

2) WhatsApp eKYC: Secure Customer Verification, Simplified

Security and compliance are at the forefront of digital interactions. Accordia’s WhatsApp eKYC solution offers a seamless and secure way for businesses to verify customer identities while maintaining a frictionless user experience.

✅ Instant verification via WhatsApp for faster onboarding.
✅ Enhanced security to prevent fraud and unauthorized access.
✅ Regulatory compliance, ensuring businesses meet digital identity standards.

3) Cloud Contact Center & Helpdesk Ticketing: Unifying Customer Support

Modern businesses need more than just a contact center—they need a unified customer engagement platform. Our Cloud Contact Center, coupled with a Helpdesk Ticketing System, ensures seamless issue resolution and improved customer satisfaction.

✅ Omnichannel support – voice, chat, email, and social messaging.
✅ AI-powered automation for efficient query resolution.
✅ Comprehensive ticketing system for structured support management.

Driving Business Growth Through AI & CX Excellence

With businesses striving to enhance their CX strategies, AI-driven automation and secure digital solutions have never been more essential. Accordia Global is committed to helping businesses harness the power of AI, automation, and omnichannel engagement to drive customer satisfaction and operational efficiency.

Ready to level up your customer experience? Contact Accordia Global today for a consultation and a free demo!

ACCORDIA GLOBAL @PJ Startup Festival 2024!

17-18 August 2024, The Starling Mall: Accordia Global first joined the PJ Startup Festival 2024 hosted by grassroots festival supported by Majlis Bandaraya Petaling Jaya, Sidec – Selangor Information Technology and Digital Economy Corporation, and top venture capital partners.). As a nation within the SEA striving and propelling towards advancing IoT usage, Malaysia’s government has always emphasized creating conducive environments for startups, business veterans, and venture capitalists with opportunities to meet and create profound business relationships within the Information Technology industry.

Think dating agencies or speed-dating for that matter, where one can view it as more of a “Technology match-making” event between stakeholders from different backgrounds be it SMEs, Corporate MNCs, or within Government sectors on the lookout for technology advancements to improve daily processes and automation.

The two-day event has seen growth year-on-year. The list of participants has grown to an impressive lineup of start-ups, government agencies, venture capital partners, private equity firms, banks, and technology providers.

ACCORDIA GLOBAL’S OFFERING AT THE 2024 PJ STARTUP FEST

What was in-stored for fellow visitors who dropped by Accordia Global’s booth?
An introduction to our forte – Customer centric approach to technology. Helping businesses improve their Customer Service technology and gaining customer satisfaction is one of the core pillars we do what we do best. Focusing on Omnichannel cloud contact centres, and recently an advancement in Ai-Powered chatbots. These technologies help our business partners create a Single Customer View, whereby companies centralize Customer Conversations via a 360° view of customers with personalized interactions across their preferred channels.

How? With Accordia’s Gen-AI-powered OMNI Family of Products such as Voice, Chat, Desk and Social platforms . By unifying communication, enhancing productivity, and creating seamless, frictionless for both customer and agent experiences alike. Placing priority on both external (Customers) and internal (employees/agents), the technology elevates CX and EX.

Apart from Accordia’s Generated-Ai powered Omnichannel, the team had the opportunity also to introduce Accordia Global’s WhatsApp eKYC, a Game Changer in the On-Boarding process within 3 minutes. Many companies used to require their customers to physically make their way to the branch outlet to verify identity and start the process of application. Accordia’s ACE Powered Chatbots, WhatsApp API Integration services, as well as the latest in GPT Integration. These are some of the newest tech that is available.

Moving with the times, these solutions are tailored to meet the demands of modern businesses and consumers who value convenience without compromising security. Going a step further in obtaining, and achieving the ISO 27001 Certification for Data Security. Enabling current and future business partners a peace of mind when it comes to internal and external customers data. These leaves room for companies to focus on growing their products, services, and marketing initiatives with ease.

Accordia Global looks forward to assisting and reconnecting with visitors of the event or trade partners who like to know more about the offerings in bolstering your Customer Service journey. Let us help you, help your customers embark on a lifelong journey.

In 2025, cutting-edge customer service technologies will enhance support and transform how businesses build customer relationships. Are you keeping up with the pace of change?

WhatsApp eKYC (electronic Know Your Customer), a game-changing solution to combat fraud and secure digital ecosystems with Accordia Global.

1st August 2024, Thursday, Putrajaya Marriott, IOI Resort City Sepang, Malaysia: It was an awesome opportunity for team Accordia Global in partnership with Cloud Vision, to be part of Alibaba’s Cloud Digital Government Day, it’s first ever event in Malaysia.

Master CX Success in 2024: Tools, Insights & Strategies for Growth

Creating a Customer-focused experience that drives measurable and exceptional business outcomes may seem daunting, especially for enterprises, micro-medium enterprises, and SMEs. Seemingly unreachable to the few multinational dominating brands. That might not be the case as we enter the last quarter of 2024. By now, technology has advanced at a mind-blown pace, especially in Customer Experience (CX) platform tools. Ever evolving and readily available, the question is how much am I ready to invest in, and what would be the right tools in establishing the right CX platform?

However, before we dive into the right tools, let’s shift the focus to what are the 7 characteristics of the modern customer, source: Oracle. The leap in customers’ behavior and habits have been altered drastically with the “going-fully-online” era of the C19 post-pandemic. With such characteristics, you can now plan and strategize which type of CX platform to invest in. However, the next most important question small business owners might have is which type of tools should I engage in as the foundation in building this robust CX platform?

In today’s competitive landscape, delivering a seamless CX is key to driving business success. It rings true especially for small businesses, as with service is the key to winning. Price wars are all too common and never a win for anyone. Hence, leveraging a robust CX platform, like Accordia Business Solutions’ Omnichannel Solution, ensures businesses can meet and exceed customer expectations while boosting performance. Here’s why, how and when.

1. Unified Customer Interactions: Accordia’s Omnichannel Solution integrates multiple communication channels into one platform, ensuring customers have a consistent experience, whether interacting via chat, email, phone, or social media.

To be able to remotely control is the greatest tool for Enterprises and small businesses. It helps owners or lead managers to keep track, the fastest way to collect data and history. When your company’s revenue might not be large enough to warrant for an independent company to help audit or pull out data some of these data reports and services might cost sky-high fees.

It’s an ingenious way to provide exceptional service to your customers, maintain your agents’ headcount, such as one agent managing a few key points, allowing your agents to work remotely therefore saving on office rent and utilities. We know that for many start-ups these monthly commitments take up a chunk of the revenue. With the ability to access your customers’ behavior via accurate reporting – Data is at your fingertips!

2. Enhanced Customer Insights: By collecting and analyzing data across channels, the platform provides businesses with deep insights into customer behavior, preferences, and needs, allowing for more personalized and proactive service.

3. Increased Efficiency and Productivity: Automated workflows and real-time collaboration tools streamline operations, enabling quicker response times and reducing operational costs.

4. Scalability for Growth: As business needs evolve, Accordia’s platform scales effortlessly, allowing businesses to adapt without compromising service quality.

Go cloud with Accordia’s Cloud Contact Centre, and when your business has reached a certain growth level, with your IT team in place, you may also opt for On-Premise.

Ultimately, Accordia Business Solutions’ Omnichannel CX platform empowers businesses to deliver superior customer experiences that drive long-term loyalty and measurable business results. Emphasizing scaling or de-scaling at your convenience and business needs. Furthermore, with an ISO Certified compliance (Successfully obtained the globally recognized Gold Standard for Information Security Management Systems (ISMS), rest assured our experts are more than qualified to guide you through your business CX journey!

Meaningful conversations between customers – agents – and stakeholders are important, the tools you use to continue growing your business will make that difference, especially in today’s super-charged tech world for businesses. The essence of your CX tech journey starts with the deployment of Chatbot.

CX Technological capabilities have advanced with the help of AI-Generated features, does this mean human agents will in time become obsolete? You’ve guessed right, the answer is no.

Focusing on Employee Wellbeing & Customer Retention through Investment in EX Technologies.