by As people get on with their day-to-day lives, whether that be going to work, dropping the kids off at school or running errands, there are often moments when you need to get in touch with one of you service providers. Making a simple phone call to a contact centre can be frustrating, simply because you […]
4 uses of Artificial Intelligence in the Contact Centre
Firstly, what is AI? Artificial Intelligence is a software that performs, thinks, talks and acts like an agent. It comes in many forms from your IVR processor, to your on-screen chatbot. It goes without saying that AI is playing a huge role in how businesses operate by transforming the way contact centres communicate with their […]
Why moving over to the Cloud is beneficial for your Contact Centre!
First of all, what do we mean by Cloud? The ‘cloud’, essentially is the central point for all outbound and inbound communication that is made through voice, SMS, social media and the web. It can be accessed from literally anywhere from, your home desktop to your mobile phone. It is now the talk of the […]
Where are you on the Customer Experience journey?
Customers have never had so many ways to interact with companies, and although contact via the phone is slowly declining, so long as humans can talk, there will always be a need to handle calls. Customers demand faster, simpler ways to engage with companies and resolve issues. Digital platforms like web and mobile make it […]
Podcast – How to Improve Your Call Centre Reporting
by Colin Gill of Akixi discusses how contact centres can take their reporting to the next level, sharing lots of clever advice along the way. In our discussion with Colin, we also reveal lots of simple tips to help you improve your reporting, highlight some key mistakes to avoid and give extra advice on how you […]
5 Eco-Friendly Actions to Reduce Digital Pollution
© Shutter2U – Adobe Stock – 228459819 Guillaume Guersan of Wisper discusses how to lower digital pollution at-home and in the contact centre. Addicted to your phone, to emails and connected objects, dependent on the latest applications? These generalized behaviours in our society, which perhaps concern you, have an unfortunately invisible energy cost. Despite the […]
How Automation Can Protect You from an Avalanche of Customer Interactions
© Oceloti – Adobe Stock – 348429054 Estelle Verani of Inbenta discusses how to survive the potential upcoming avalanche of customer interactions with automation. The digitization of shopping experiences in the past decade has seen the volume of interactions explode. The COVID-19 pandemic and lockdown that resulted from it added to that natural shift and […]