GUEST BLOG: Autonomy by Automation
By Jonathan Sharp, Director, Britannic Technologies Technologies such as artificial intelligence (AI) and robotic processing automation (RPA) are disrupting the market. Businesses need to take ownership of the change in culture and invest in prioritising their employees’ learning and development, providing them with autonomy to do their jobs more effectively. For some the change is […]
Your personal invitation to meet customer experience experts
Britannic Technologies gets to the heart of your business by helping you devise and develop your contact centre strategy. We take time to understand your business, aligning the contact centre’s strategy with your objectives and strategy. Discovering your requirements to match technology to your business, designing a tailored solution for you. The Walker Study states […]
GUEST BLOG: Top tips for deploying AI in your contact centre
Jonathan Sharp, Director, Britannic Technologies Artificial Intelligence (AI) has been around for years but has recently started to gain traction in the contact centre industry. Gartner forecasts that by 2022, 30% of customer service experiences will be handled by conversational agents. AI is a disruptive technology causing a stir in the market, and with high […]
GUEST BLOG: Connecting customers with conversational Artificial Intelligence
Jonathan Sharp, Director, Britannic Technologies Artificial intelligence (AI) is not a new technology and has been around for a long time but Gartner is estimating that by 2022, 30% of customer service experiences will be handled by conversational agents. Companies need to develop strategies to harness the power of AI to digitally transform and automate […]
CASE STUDY: How the Kennel Club transformed its contact centre
Delivering an outstanding service to its customers is paramount to the Kennel Club, but its original contact centre system was in need of updating… The Kennel Club is the UK’s largest organisation devoted to dog health, welfare and training. Its objective is to ensure that dogs live healthy, happy lives with responsible owners. The Kennel […]
INDUSTRY SPOTLIGHT: Britannic Technologies leading way with innovative contact centre solutions
Britannic Technologies (btlnet.co.uk) is an award winning voice specialist and systems integrator and managed services provider with a heritage of over 30 years. We help organisations align their objectives and strategy with technology; striving to understand their business, processes and culture. Trusted Strategic Partners Well known experts in the contact centre and systems integration market […]
Guest Blog: Does The mighty shift towards customer ease and digital interactions inform your CX strategy?
It won’t come as news that your contact centre is the beating heart of your organisation. What happens here really determines the quality of your customer experience. But despite an overall upswing in the UK Customer Satisfaction Index many UK customers have reported a rise in customer effort, implying further potential for improvement. Jonathan Sharp, […]
