Your Pain-Free Digital Transformation Strategy

Your Pain-Free Digital Transformation Strategy If you’re hoping to transform your organisation for the 21st Century and ensure that your customers and service users are able to interact with you in a way that suits their needs, you’ll have to develop a comprehensive digital transformation strategy. Rather than investing haphazardly in new technologies and digital infrastructure projects, organisations need [...]

2019-04-18T11:07:20+00:00April 18th, 2019|

8 Ways for Local Authorities to Ease the Pain of Peak Contact Times

All Local Authority (LA) contact centres struggle with a surge in demand at some time or another. But it’s simply not cost-effective to staff contact centres to handle high demand if those employees aren’t required for most of the rest of the year. Consequently, it’s necessary to consider other ways to ease the pain of peak contact times. Here, [...]

2019-04-05T07:57:16+00:00April 5th, 2019|

Customer Experience Metrics: What You Should Be Measuring

If you’re to improve the customer experience, it’s first necessary to identify those aspects of your customer service system that are performing below expectations. To do this, the system’s performance must be gauged using metrics that truly reveal something about the customer experience. Here, we take a look at four of the most important customer experience metrics for your telephony [...]

2019-03-28T16:13:12+00:00April 2nd, 2019|

7 Ways to Make Your Chatbot More Human

Chatbots are designed to replicate human conversation. If they’re unable to interact with customers in a natural and convincing manner, users tend to look to other customer service channels - missing a great opportunity to provide an enhanced customer experience and reduce agent dependency. With this in mind, we thought we’d take a look at seven ways you can make [...]

2019-03-28T14:55:43+00:00March 28th, 2019|

11 Problems With IVR Systems (and how to solve them)

Interactive Voice Response (IVR) is now an essential component of all modern contact centres. It helps cut costs, is available 24/7, ensures human agents are deployed more efficiently and allows customers to self-serve. However, IVR can also be problematic. If you don’t get it right, you’re likely to frustrate and anger customers. Considering that 89% of consumers have switched their [...]

2019-03-28T14:55:57+00:00March 28th, 2019|

How to Make Sure Your Chatbot Is GDPR Compliant

Chatbots are becoming an increasingly important feature of customer service provision. In part, this is due to their ability to collect and process valuable customer data for use by human agents or to provide automated solutions to customer service issues. However, this data collection capacity means that chatbots must comply with the General Data Protection Regulation (GDPR). Here, we examine [...]

2019-03-28T12:31:00+00:00February 12th, 2019|

First Contact Resolution – The Ultimate Guide to Achieving It in 2019

First Contact Resolution (FCR) is one of the most important metrics you’ll utilise in the customer service environment. Customers want to have their problems resolved at the first time of asking and typically consider any customer service that requires multiple interactions to constitute poor service. This means customer satisfaction often depends upon FCR. Consequently, we thought it would be a [...]

2019-01-30T15:25:26+00:00February 5th, 2019|

Chatbot Technology in 2019: What to Expect

Chatbot technology moved forward in leaps and bounds in 2018. This year is shaping up to be even bigger and better for every organisation’s favourite money-saving, problem-solving customer service tool. With this in mind, we thought it would be a good idea to take an in-depth look at what we can expect from chatbot technology in 2019. State of the [...]

2019-01-30T17:14:33+00:00January 23rd, 2019|

Channel Shift and CRM Integration: 5 Best Practice Rules to Get It Right First Time

Customers prefer businesses that they can trust and, as we all know, trust is earned not given. Customer trust is dependent on a business' ability to act in authentic, empathetic, and reliable ways. In other words, a customer's trust and loyalty are earned by appealing to them in a manner that is more than transactional. It can't solely be about [...]

2019-03-05T09:41:26+00:00December 26th, 2018|
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