Blog

Home » Blog

COVID-19 & Local Government: The Story So Far

COVID-19 & Local Government: The Story So Far As we begin to accustom ourselves to the new reality of remote working and find ourselves able to look back on the events of the past nine months, it’s important to analyse our response to the pandemic. Learning what we did right and what went wrong prepares us for the [read more]

By |2020-10-06T14:36:16+01:00October 2nd, 2020|0 Comments

7 Ways Chatbots Can Help Grow Your Business

7 Ways Chatbots Can Help Grow Your Business As businesses look to embrace new digital technologies that they hope will give them the edge over competitors, many find themselves questioning which tool will prove most valuable in the long run. One of the most talked-about digital technologies of the last few years has been Chatbots. And for good reason. [read more]

By |2020-10-02T08:53:17+01:00October 2nd, 2020|0 Comments

Why LGAs Can’t Afford to Ignore Chatbots in 2020

Why LGAs Can’t Afford to Ignore Chatbots in 2020 Chatbots have been heralded as the most important customer service technology to arrive in years. While the private sector was quick to adopt this valuable AI tool, the public sector has been slower on the uptake. This can be attributed to the tight budgetary restrictions imposed on Local Government Authorities [read more]

By |2020-08-26T16:57:52+01:00August 26th, 2020|0 Comments

A Beginner’s Guide to Automatic Speech Recognition

A Beginner’s Guide to Automatic Speech Recognition Though Automatic Speech Recognition (ASR) has been around for a considerable amount of time - the first ASR device was created in 1961 - it is only recently that the technology has made its way into our homes. Devices like Apple’s personal assistant, Siri, have meant that most people have now [read more]

By |2020-08-26T16:58:56+01:00August 19th, 2020|0 Comments

7 Ways to Drive Customers Towards Self-Serve

7 Ways to Drive Customers Towards Self-Serve Self-serve technologies can help you achieve the seemingly impossible - improved customer service at a reduced cost. However, they can only do this if customers opt to use them. Here, we take a look at seven different ways you can drive customers towards self-serve channels, improve the performance of these channels and increase [read more]

By |2020-08-26T16:59:11+01:00August 17th, 2020|0 Comments

First Contact Resolution – The Ultimate Guide to Achieving It For Your Organisation

First Contact Resolution – The Ultimate Guide to Achieving It For Your Organisation 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 be sub-standard. Consequently, customer [read more]

By |2020-08-01T10:26:48+01:00August 1st, 2020|0 Comments

The Home Working Contact Centre – How to Make It Work

The Home Working Contact Centre - How to Make It Work Over the last few months, the COVID-19 pandemic has resulted in an increasing number of contact centre employees working from home. For many organisations, this period has demonstrated that home working is not only possible, but also both beneficial and desirable. With this in mind, we take a look [read more]

By |2020-07-16T08:04:30+01:00July 16th, 2020|0 Comments

How to Carry Out a Customer Experience Audit

How to Carry Out a Customer Experience Audit In the modern marketplace, organisations of all types and sizes have begun to compete on the basis of Customer Experience (CX). CX is the sum of all the interactions a customer has with your organisation over their lifetime - from first contact to final goodbyes. It’s the perception your customers have of [read more]

By |2020-07-09T13:15:13+01:00July 9th, 2020|0 Comments

The Business Case for Chatbots

The Business Case for Chatbots When making a business case in favour of a commercial investment, it’s important to carefully consider your argument and cover all the bases. There are likely to be some people in your organisation who have doubts about the value of your proposed investment and who are also prepared to question it. Consequently, you need to [read more]

By |2020-07-09T13:15:45+01:00June 23rd, 2020|0 Comments
Go to Top