GUEST BLOG: From reactive to predictive – The AI-driven service revolution
By Salesforce Imagine you run a busy Manchester hotel. Your elevators carry hundreds of guests up and down every day. Unexpectedly, a maintenance engineer turns up. The manufacturer’s AI sensed an abnormality in your equipment and triggered a case in their field service management software. They fix it before anything actually goes wrong. This is […]
GUEST BLOG: Omni-channel – 3 ways to get there
By Synthetix The variety and choice of communication channels in recent years show no means of slowing down and keeping up with customers wanting to interact with you, over every conceivable medium is challenging, even to the biggest brands. To further complicate matters, each channel appears to need its own integration interface to be implemented […]
GUEST BLOG: Ensuring the ROI of adding Artificial Intelligence
By IFS | mplsystems Adding artificial intelligence to the contact centre is an important decision that involves a significant investment of time, money, and resources. Because of this, when an organisation is ready to implement AI, it’s absolutely critical to identify how and when the new technology will deliver a return on investment. There are […]
GUEST BLOG: What skills do the agents of tomorrow need?
Agents in service and sales are often the first point of contact for customers and therefore, the face of the company. A satisfied customer is fundamental to the company’s success. The agent contributes significantly to this. The moment agents talk to customers is often a stress test for the relationship – either the company tries to sell […]
GUEST BLOG: Three challenges contact centres should have overcome by now, but have they?
By Synthetix Unlike the uncertainty surrounding Brexit negotiations, the last ten years’ advances in technology (and especially AI) has helped many leading brands turn their contact centres into profit centres by improving first contact resolution, decreasing agent burnout and making their customers happy. Technology has also changed customer expectations and customer experience can no longer […]
Eight tips to minimise customer effort and maximise customer satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Teleopti shares his eight top tips for reducing customer effort in contact centers… All customers want is a quick and easy answer to their enquiries. It might sound simple but the two biggest annoyances for customers, which […]
FREE DEMO: Leverage Your Data. Coach Your Team. Make Customers Happy
i2x is a real-time speech analytics and communication coaching solution for your sales or support team. Powered by artificial intelligence, i2x aims to optimize all customer conversations on the phone, leading to improved customer satisfaction, skilled agents and higher sales. Agents in sales are often the single point of personal contact for customers and therefore, […]
GUEST BLOG: Why contact centres are declaring war against bots
By Synthetix Managing a large group of loud personalities, having to forecast and plan resources tightly against projected inbound contact, meeting big targets and running countless meetings, if this sounds like your typical day, you must be in the profession of overseeing a contact centre. Finding time to think about and plan what needs to […]
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: The foundational pillars of omnichannel success
By IFS | mplsystems Many organisations want to provide an omnichannel experience, but few are actually doing it well consistently. If you’re a contact centre leader who’s been challenged with leading the omnichannel charge, you’re probably wondering what it takes to make, or break, a successful program. More importantly, what are the components necessary for […]
