Brands need to find a way for their teams to deliver the friendly, empathetic, personalised and efficient service that underpins long-term customer relationships.
Hidden contact centre activity can create unseen cost, inconsistent service and operational risk. Here’s how to spot the warning signs.
Providing a deeper understanding of how AI can be leveraged to foster meaningful connections in contact centres, ensuring more personalised and effective interactions.”
Explore nine practical steps to AI readiness in contact centres, including use cases, human considerations and implementation priorities.
Why do good ideas fail in delivery? Explore the practical steps that turn intent into successful transformation, from defining the problem to measuring and resourcing it properly.
Does committing to a traditional fixed-model outsourced contact centre arrangement feel like a risky undertaking these days? Are some outsourcers at risk by sticking with a ‘vanilla’ static service contract, rather than moving with the times? Let’s find out.
Unnecessary call transfers increase customer effort, repeat contact and cost. Explore the common causes and how better processes, training, QA and technology can help reduce them.
AI and automation can transform customer service, but they cannot replace every human interaction. The challenge is knowing where automation adds value – and where customers still need reassurance, judgement and empathy.
Summary of our latest payments webinar, focusing on creating a competitive advantage through compelling customer payment capabilities!
As consumer habits change and adapt, there is little excuse not to feel enabled to address the challenges driven by customers growing preference to communicate with their fingers rather than their voices.
Housing associations are under pressure to improve service while managing cost and complexity. So where can technology, outsourcing and better use of data make the biggest difference?
It might not be a surprise to learn that my last article about ChatGPT was actually written by the popular large language model (LLM) tool about itself. I wanted to, without bias, illustrate its ability to produce (seemingly) factual based content and highlight its limitations by contrasting it against our other thought-provoking, insightful and opinion-based articles written by industry experts.I thought I’d further illustrate this by sharing my thoughts on the contact centre journey we are all on and picking up on the learning points from some recent deployments.