Content Guru secures partnership with Wavenet
Content Guru has unveiled a new partnership with prominent British managed-services provider, Wavenet, as part of its ongoing strategy of integrating with high-value partners in key markets. Content Guru and Wavenet’s new alliance is built upon a shared mission to deliver outstanding and transformational communications technology to organizations across the UK. With over 15 years’ […]
Bot Revolution to Permanent WFH: What 2021 Has in Store for CX
By Content Guru In the contact centre industry, looking backwards can often give us a clear indicator of what lies ahead. 2020 brought with it both personal and professional challenges no one could have predicted. However, the coronavirus crisis marked a clear turning point for the contact centre – one that has laid the foundations […]
Why 2020 will mark the death of the chatbot (as you know it)
Martin Taylor, Deputy CEO at Content Guru, explains how the convergence of written and verbal chatbot functionality will bring about an entirely new Conversational User Interface (CUI)… It’s no secret that 2020 has been an unusual year for customer communication. With international lockdowns limiting person-to-person interactions, many companies have turned to digital channels to continue […]
COVID-19: A catalyst for change in the contact centre
By Martin Taylor, Deputy CEO and Co-Founder, Content Guru When COVID-19 caused mass lockdown across the UK, nearly every single organisation was required to send its employees home to work remotely, or face having to close business operations entirely. There is no escaping the monumental impact that COVID-19 is having and will continue to have […]
Five reasons contact centres are moving to the cloud right now (or should if they aren’t already)
By Martin Taylor, Deputy CEO at Content Guru We are on the precipice of another great cloud migration. It’s something we’ve seen with data storage, software and consumer services and over the next few years, we will witness the same journey in the contact centre industry – from the on-premises contact centre of old, to […]
From Hype To Reality: AI in The Contact Centre
By Content Guru It’s no secret that the global pandemic, and subsequent lockdown measures, have forced many companies to compete solely on the basis of the remote customer experiences they deliver. Those companies that keep their customers close, by investing in technology that makes customer engagement their competitive advantage, will be those that survive, and […]
It’s time to stop talking about AI in the contact centre
The coronavirus pandemic has changed the way that consumers engage with brands. Lockdown has birthed a new era of digital communication, in which customers expect to interact with companies over the channel of their choice, and receive the same unrivalled service that they do from leading online giants. How can organisations ensure that they deliver […]
How hyper personalisation can unlock the seamless customer experience
Companies failing to provide a hyper personalised experience for their customers will quickly find themselves losing business, argues Matthew Chadd, Senior Project Director at Content Guru. More than two thirds of companies now compete on the basis of customer experience. Customer service is the competitive differentiator, and it is essential now more than ever to maintain brand […]
Content Guru inks cloud services deal with UK government
Content Guru has been accepted as a ‘Cloud Software’ supplier to the UK Government as part of the G-Cloud 11 framework. G-Cloud is an initiative to provide a system for departments and public sector bodies to procure cutting-edge cloud computing solutions. As a supplier, Content Guru’s storm contact centre platform, its modules and solutions are […]
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 […]
