GUEST BLOG: Chatbots – should we believe the hype?
By James Rein, Senior Account Manager, Adexchange Probably, yes. If you’re responsible for a contact centre and find your advisors listlessly answering the same, simple, non-specific questions every day then read on – a chat bot is likely to have a big impact on the efficiency of your operation. ‘In 2015, Swedbank achieved a 78% first […]
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 […]
GUEST BLOG: Why operators should be open to using flexible staff
Could a flexible workforce be right for your business? There are five key benefits for you to consider, says Coople… Matching and optimising your staffing levels to the business you are experiencing can be a challenge, especially when you need to maintain high standards throughout the customer experience. A flexible, adaptable workforce provides a solution. […]
GUEST BLOG: Superagents – 6 reasons to celebrate
Rather than fear robots taking over the contact center, Nick Smith at Teleopti says it’s time to harness the power of both worlds to improve the customer experience. Here he outlines six reasons to celebrate today’s superagents… You often hear about the struggle between man versus machine and robots taking over agents in the contact […]
Data is not enough for better customer experiences: Use workflows to channel it where it’s needed
By Geoff Land, MD, Infinity CCS A few weeks ago, we looked at how important it is to develop a ‘Single Customer View’ of your data if you are to deliver a great customer experience. We saw how the arrival of GDPR gives companies an opportunity to catalogue their data to create such a view. […]
GUEST BLOG: Elevating the role of self-service – 8 Top Tips
Self-service has a greater role to play than simply reducing the number of voice calls into contact centres. Mashud Ahmed of Puzzel explains more… The role of self-service is in a state of transformation as contact centre leaders look for smarter ways to meet customer demand and corporate business requirements. Research by ContactBabel indicates that […]
GUEST BLOG: Is your data the key to delivering a better customer experience?
By Geoff Land, MD, Infinity CCS When looking at the challenges of delivering the type of multi-channel, digital customer experiences that are being demanded of businesses today, most CX professionals cite the current limitations of their technology, people, or processes. While it’s true that those are the challenges most companies encounter, these are generally expensive […]
GUEST BLOG: Ringing the changes – The art of reducing call volumes
Colin Hay at Puzzel believes focus on customer interactions is what really matters and outlines ten strategies for reducing customer call volumes… Traditionally, contact centre leaders measured success on how quickly customer calls were dealt with. Happily, many organisations are now questioning this metric and instead are looking at what it really means to deliver […]
GUEST BLOG: How to deliver great customer experiences without the hype, politics or drama
By Synthetix 2018 is not quite half way and already this year has many of us concerned about what the future might hold, with the UK’s Brexit date less than a year away. The volatile political events during 2016 has set the scene, ‘dominoing’ into 2018. And many UK businesses are operating in ‘limbo’ – […]
Email in contact centres: 5 reasons to give it a second chance
Colin Hay at Puzzel assesses the latest research and believes it’s time to raise the bar for humble emails… Despite being the first of the non-voice multimedia channels, email was initially doomed to failure when it was introduced well over 10 years ago. With response times stretching into many days, if not weeks, appalling levels […]
