‘Tipping point’ between traditional and digital service identified by Verint…
The results of a large-scale study of more than 24,000 consumers in 12 countries commissioned by Verint Systems Inc. has identified a ‘tipping point’ between digital and traditional customer service; indicating that, despite the rise in digital customer service channels and options, 79 per cent of consumers prefer ‘human touch’ to remain a part of […]
Industry Spotlight: “It’s up to you how to handle social channels, but choose wisely”…
The term ‘call centre’ usually conjures up images of vast open office spaces, occupied by dozens of telesales representatives parked in front of computer screens with their omnipresent headsets. Gone are the days where the primary source of communication is by telephone. In the digital age, many consumers decide to take to their desktop when […]
New TouchCommerce platform enables ‘intelligent automated conversations’…
The omnichannel customer engagement solutions leader, TouchCommerce, has unveiled TouchAssist, a new product which claims to enable call centres and brands to provide intelligent automated conversations; leading consumers to effectively self-serve across digital channels. The new system, which combines virtual assistant technology from Nuance Communications and is available in 20 languages, aims to provide brands […]
