GUEST BLOG: Four questions organisations need to ask after a cyber attack
Cyber attacks are inevitable, but it’s how an organisation deals with them that can make or break their business. Have they got all the answers, and do they fully understand the implications? Can they be sure the attack won’t happen again? Swift and comprehensive incident response is a critical step to ensuring the future security […]
AI: It’s a new dawn, it’s a new day, it’s a new way of customer support and engagement
With headlines stating that AI will be ‘the death of the contact centre’, it’s understandable that Contact Centre Managers might feel like the world is against them. AI-driven technology is not new, in fact people been talking about it since the summer conference at Dartmouth College in 1956, where the attendees became leaders of AI […]
Practical steps to streamline processes, enhance customer experience and reduce costs
Ember are delivering an exclusive seminar where our experts will be exploring proven techniques for process optimisationand sharing examples of how our clients have delivered enhanced customer experiences, reduced costs and improved ROI. Read More…
GUEST BLOG: What is Customer Experience?
Peter Tetlow, Client Solutions Director, Ventrica The contact centre industry is continually evolving. A few years ago we were in the Customer Management industry. Now we have evolved to be in the Customer Experience industry. On the face of it, this rebranding of the industry shows that we look at things from the customer’s point of view […]
Befriending The Robot: How To Build Meaningful Relationships Using AI
It goes without saying that implementing automation in the contact centre improves customer service efficiency, but how does it affect the quality of your company’s customer relationships? The depersonalising experience of being funnelled down an automated IVR can leave customers feeling undervalued, especially if they have to repeat information given in the queue when their […]
Giosg Interaction Designer makes it easy for everyone to build and publish interactive content
Online customer engagement software provider Giosg introduces Interaction Designer, a new tool that enables companies to easily create and publish interactive content without coding. Users can build different interactive elements to engage and reach out to their website visitors or customers. “In such a dynamic and fast-paced world in order to succeed, businesses should be […]
Centralized or de-centralized WFM: 5 ways to strike the perfect balance
New business models and organizational change have put the debate over centralized versus decentralized workforce planning back on the table. Kanogo Njuru at Teleopti advocates a balanced approach using Workforce Management (WFM) technology to blend all types of service organizations… In the past, workforce planning was often managed by local teams out in the field. However, […]
INDUSTRY SPOTLIGHT: SmartScribe
Fusion’s plug ‘n’ play application SmartScribe® shines a light in minutes on your customer interactions. Find out how. SmartScribe® from Fusion. Switch the lights on in minutes and learn what’s really going on between your agents and your customers. SmartScribe® is easy to deploy and brings relevant analytics from the get-go. Use your call and […]
Introducing ERROL – The fun way to embed Learning & Knowledge
Ember Real Results Online Learning Platform (Errol Owl) is a unique tool designed to increase the effectiveness of your learning solutions. It provides an easy and enjoyable way to follow up on learning and help identify further knowledge gaps that can be plugged by further learning or through coaching… For more information, visit: https://www.emberrealresults.com/our-solutions/learning-retention/errol/
The Virtual Agent: Finding the balance between man and machine
It’s no secret that AI technologies are taking the customer service and contact centre industry by storm. After all, the idea of replacing expensive staff with comprehensive automation can represent an all-too-tempting opportunity for contact centre cost-cutting. Suddenly, a future where customers interact solely with emotionless corporate robots, with no option for compassionate human conversation, […]
