The #6 benefits of outsourcing
By Woven #1 Reducing cost is probably the obvious reason why businesses outsource their customer contact centre, but there are many more incredibly valuable benefits of partnering with a specialist outsourced contact centre provider. So, what are they? #2 Trained Staff Always Ready and Available Outsourcing provides trained professionals right at your fingertips. It takes […]
The benefits of live chat on your website
Live chat used to be a “nice to have” service offering, Today, more than 41% of customers expect live chat on your website and more than half of all customers prefer to chat with someone in real-time and online. It gives customers a way to reach you at the exact moment that they have questions or problems they can’t […]
Heralding the new age of the chatbot
By James Stokes, Enterprise Team Lead UKI, Infobip When people think ‘robot’ they may visualise a 1960s-style sci-fi creation, but today’s robots come in many forms. And although many of these may be invisible to consumers in the form of chatbots and automated services, they are forging the way for a new era of customer […]
OPINION: A new era of customer service for brands
By Eric Leboeuf, Director of Strategic Channel Partnerships at Infobip The pandemic has altered the customer experience landscape indefinitely. Consumers are demanding, unforgiving and know what they want – and contact centres have transformed how they operate in tandem. As the world migrated from offices to home and ‘Zoom’ became 2020’s most prevalent eponym, a new […]
In data we trust: Building customer confidence in a digital economy
By Richard Menear, CEO, Burning Tree In the modern, digital world, online shopping is becoming the norm within the retail market. Accelerated by the pandemic, the UK’s proportion of online retail sales soared to the highest on record, reaching 35.2% in January 2021. And with digitisation continuing to evolve the online shopping experience, it is unlikely that […]
Personalisation should be harnessed for better customer communication in 2022
Paul Adams, Senior Director at cloud communications platform Twilio, has shared his 2022 predictions, drawing on observations in consumer behaviour and customer engagement over the pandemic… The increased use of first-party data to understand customers from small businesses “Historically, Netflix and Amazon have dominated the practice of personalisation by making use of first party data, […]
Movers & shakers: Talkwalker’s top 10 brands of 2021
2021 flashed by, and brands across the globe kept the pedal to the metal to stay one step ahead of a relentless year. COVID restrictions eased and then returned, competition in the digital realm was fiercer than ever, and consumer preferences changed in the blink of an eye. However, there were several brands that excelled […]
DOWNLOAD: The future of workforce engagement in the contact centre
By Talkdesk This year, as employers and employees navigate a work environment that is anything but “business as usual,” leaders in every area are discovering more questions than clear answers. And the contact centre is no exception. While many uncertainties remain in determining the future of workforce engagement, it is safe to expect that those […]
EvaluAgent and Puzzel form strategic alliance to strengthen growth and support shared product visions
Puzzel, the leading European provider of cloud contact centre solutions, has announced the signing of a new strategic alliance with EvaluAgent, a leading Quality Assurance and Performance Management platform. As a result of the alliance, EvaluAgent’s technology will be integrated into the Puzzel’s Cloud based Customer Service Platform, designed to directly address some of the […]
WHITE PAPER: Transform Customer Service with Next-Gen Knowledge
By eGain Over 5,000 consumers told us in a survey that the biggest hurdles to good customer experience are: “contact center agents are not knowledgeable,” “different agents give different answers,” and “I can’t find answers on the company website.” At the same time, customer service contact center agents confessed that “finding the right answers” and […]
