CPM Singapore salutes its female employees – International Women’s Day 2018
The Singapore office may be small and situated over 6,700 miles away from the UK Mothership, but it has fully embraced CPM’s intrinsic values of gender inclusivity, diversity, and opportunity. Keen to celebrate International Women’s Day, CPM Singapore decided to film three of their remarkable women, and share their uplifting stories.
Take 68-year-old top saleswoman, Renee, undaunted by having to learn complicated salesforce technology she joined forces with her young colleague Jinho, and through a mutually beneficial mentoring programme, she taught him traditional sales skills and he taught her the intricacies of new digital systems. Now they both regularly smash their sales targets!
Life in an agency is constantly changing and new mother Karen’s can-do attitude was a huge benefit when she changed from a telephone sales role to a field role. Relishing the opportunity to develop an in-depth knowledge of other areas in the business, she’s now formalising her knowledge and attending a CPM sponsored night school class. She is also passionate about CPM’s pro-family friendly policies which gave her flexibility when she really needed it.
Fortune favours the bold! Shelly jumped at the chance to make the brave move to relocate from Switzerland to Singapore. Once here, she threw herself into networking, and creating a vibrant life for herself. Attending Omnicom University and being a founder member of the Singapore chapter of Omniwomen enriched and extended her global reach. She is now returning to Switzerland as Client Service and New Business Director.
Hear these three remarkable women talk about their inspiring stories by watching the above video.
CPM Singapore is delighted to salute its female employees!
Welcome to our first edition of Leadership Team Blog articles for 2018, from CPM International Contact Centre, Barcelona ” Artificial Intelligence & Machine Learning: Demystified ” which comes from Emanuele Ceppelli, IT Director at CPM International Contact Centre.
Artificial intelligence (AI) is one of the most significant transformational break-throughs – and perhaps least understood – in modern times. In many ways, the charm of AI is that we don´t realize we are using it when we use Siri, Alexa, or when the phone automatically corrects your grammar.
In very good company with the more notorious innovations like the steam engine, electricity, and the combustion engine, AI is the most important general-purpose technology of our era. But, what is AI doing and how quickly is it improving? Two are the areas of progress that best support the AI journey to improvement: perception and cognition.
With regard to the “perception”, some of the most practical advances have been made in relation to speech. Voice recognition is still far from perfect, but millions of people are now using it — think Siri, Alexa, and Google Assistant as an example (by the way – this article was dictated to a computer and transcribed with sufficient accuracy).
These advances in voice recognition have evolved into the ability of a computer to recognize the human natural way of speaking. This ability is known as Natural Language Processing, or NLP. Rather than face limited touch-tone or rigid Directed Dialog, customers can now speak naturally to the device in use.
A study by the Stanford computer scientist James Landay and colleagues found that speech recognition is now about three times as fast, on average, as typing on a cell phone. The error rate, once 8.5%, has dropped to 4.9%. What’s striking is that this substantial improvement has come not over the past 10 years but just since the summer of 2016 (source: Stanford Education Research)
We are also assisting to a rapid improvement in the machine’s ability to recognize images.
An app running on your smartphone will recognize almost any bird in the wild. Image recognition is replacing ID cards and customers analytics, access control; public safety has also started counting massively on facial recognition.
In terms of “cognition” on the other hand, the improvements are going as fast as those around “perception”.
Machine learning (ML), is based on learning from examples rather than a rigid code telling the software what to do and at what time. This is an important break from previous practice.
In a world where DATA are produced at an astonishing rate and machines can learn from examples, we have served the perfect loop for constantly feeding AI engines with relevant information to exponentially grow the ML capability.
A system using IBM technology automates the claims process at an insurance company in Singapore, and a system from Lumidatum, a data science platform firm, offers timely advice to improve customer support. Dozens of companies are using ML to decide which trades to execute on Wall Street, and more and more credit decisions are made with its help. Amazon employs ML to optimize inventory and improve product recommendations to customers. Infinite Analytics developed one ML system to predict whether a user would click on a particular ad, improving online ad placement for a global consumer packaged goods company. JPMorgan Chase introduced a system for reviewing commercial loan contracts; work that used to take loan officers 360,000 hours can now be done in a few seconds. And supervised learning systems are now being used to diagnose skin cancer (source: JPMorgan, Bloomberg)
Let´s see how AI can help our Contact Centres to deliver a better service more efficiently.
Powered by ML and NLP, an Intelligent Front Door replaces and upgrades traditional IVR routing. It allows offering the ease of conversational communication, with Natural Language intent capture at the outset of every call.
An Intelligent Front Door can provide benefits in:
Customers are still calling and every year their expectations are higher than the previous year.
AI helps to offer a proactive and personalized experience from the start. With AI and the right data, customers are recognised and their needs anticipated.
More than half of the customers liaising with a Contact Centre wants to “self-serve”.
With an AI engine and the right DATA, it is possible to provide a personalised and efficient self-service to customers starting from a natural conversation. Many are the processes that can be automated thanks to AI.
By removing the initial contact steps thanks to an intelligent front door, Agents are talking only to the right customers and at the right moment, those that need them most. Customer experience success and failure often revolve around customers’ experiences with Agents.
Since routing and self-service can be automated for the repeatable tasks, Agents are likely to be more engaged. They have access to calls and the most updated customer data through CTI and/or screen pops; warm transfers become the norm thanks to AI and as most of the customers hate repeating information, the Agents do not have to make them.
In summary, AI is likely not a fake and the first to use it effectively will reap the most benefits. Whilst still in its infancy phase, the pace of innovation is exponential and the signs of progress will never be so slow again. Speech recognition has reduced the error rate by 50% only in the last 12 months. This means that in a blink of an eye many Contact Centres will run AI engines as they have configured IVRs until now. But it is only through trial and error that businesses can reach effectiveness in using AI.
To find out more or if you have any questions, please contact Emanuele Ceppelli on: firstname.lastname@example.org.
4th December 2017 – Barcelona
CPM Barcelona takes home Silver Best Customer Service Team of the Year Award at the European Contact Centre & Customer Service Awards
We are thrilled to announce that CPM’s International Contact Centre in Barcelona took home Silver in the Best Customer Service Team of the Year Award category at the European Contact Centre and Customer Service Awards last night; recognising its revolutionary approach to Social Media and Customer Service!
Speaking about the awards, Tom Johnston, Business Unit Director – Sales through Service, CPM Barcelona said, “I am delighted that our ground-breaking and innovative approach to growing the online community, serving our millennials via their channel of choice and truly monetizing Social Media through customer service excellence, has earned the accolades of so many industry experts.”
“CPM is committed to innovation in consumer engagement and embracing digital channels as part of our industry-leading approach to omni-channel customer service. This award acknowledges the amazing success and commitment of our social media team in delivering best-in-class customer service. I am extremely proud of the team,” says Fiona Whelan, Managing Director.
This award recognizes CPM Barcelona for its forward-thinking and innovative approach to social media and social customer service. As customer experience specialists, CPM Barcelona delivers omni-channel customer service solutions for our blue-chip client portfolio, spanning 22+ languages and 65 markets.
Following a multi-stage award submission process, which included a face:face finalist presentation competing against 9 other shortlisted agencies; CPM were awarded Silver medal category winners at the awards ceremony held at the impressive Evolution venue in Battersea Park, London.
CPM Barcelona’s Social Media Team had already triumphed at the UK Customer Experience Awards earlier this year, scooping the prestigious Best in Class – International Social Media Award.
The European Contact Centre and Customer Service Awards (ECCCSAs) are the largest and longest running awards in the customer contact industry. Highly regarded for its robust judging process, the ECCCSAs recognise organisations that are leading the way in delivering exceptional service to customer.
About CPM International Contact Centre – Barcelona
CPM Barcelona, as part of CPM Group and a member of the Omnicom Group, is an international contact centre delivering outsourced customer experience and sales solutions on an EMEA-wide basis. CPM specialises in the delivery of omnichannel customer engagement solutions for global clients spanning High Tech, Consumer Electronics, FMCG, Retail and Travel industries and currently covers 22+ languages across 65 markets.
For further information, contact:
Each year Omnicom invites 60 of its brightest talents from across its 1,500 agency network to come and participate in a Senior Management Program (SMP) at Babson College in Boston, MA. Lectures and think-tank style discussional exercises are conducted by legendary Harvard Business School Professors such as Len Schlesinger, Thomas DeLong, Nancy Koehne and Luis Huete. This year, Sophie Chelmick from CPM Barcelona was one of the selected participants to attend this premier educational initiative.
“It was transformational” explains Sophie, a Business Unit Director within CPM Barcelona after successfully finishing the SMP graduate program this July. “Our lecturers; incredible, experienced professors both professionally and academically discussed real-world case studies, strategies and solutions enabling us to explore new methods and approaches to traditional leadership concepts” explains Sophie. “it was also an opportunity to network with execs from a wide spectrum of Omnicom agencies to share ideas for taking back into CPM – as well as some potential future collaborations with those agencies”.
“This was very special” Sophie goes on, “a new kind of understanding emerged amongst all of us; particularly regarding some of the shared challenges the agencies face and how together we may overcome some of them; how, even as Omnicom businesses we all have an urgent and pressing need to focus on new solutions and innovations if we are to survive the future and harness the digital revolution”.
A key part of the program is to lead an initiative inspired by the course teachings; Sophie explains; “I was particularly struck by AMV BBDO’s creation of “Flare” in direct response to the threat of creative crowd-sourcing agencies and I want to bring the concept of “self-disruptive innovation for survival” into CPM. My initiative will be around the future of work in the contact centre both from a tech and people perspective to meet future needs of customers and employees.”
“My insights were deeply personal and emotional as well as professional, I learned how critical it is to spend time with my family and that by doing so I can be more effective as a leader. I now want to to ensure I pass on these learnings to our amazing teams here at CPM so that all my CPM colleagues as well as our clients can concretely benefit from the Omnicom SMP program!”
Omnicom is an inter-connected global network of leading marketing communications companies. The Omnicom portfolio provides the best talent, creativity, technology and innovation to some of the world´s most iconic and successful brands. With 75,000 people working globally and serving 5,000 brands in a 24 / 7 / 365 world – Omnicom is made up of 1,500 agencies worldwide and CPM is one of those agencies.