Blog

Home » Blog

The 5 Different Types of Chatbot Explained

The 5 Different Types of Chatbot Explained Chatbots are one of the most interesting and promising pieces of AI technology in use today. As the technology develops and is adapted to more nuanced and specific processes, the differences between Chatbots increases. As this happens, it’s good practice to examine and define the different types of Chatbots and understand how each [read more]

By |2021-01-25T13:03:23+01:00January 25th, 2021|0 Comments

7 Customer Service Trends for 2021

Top 7 Customer Service Trends for 2021 As a difficult 2020 draws to a close, we’re starting to look to the future and anticipate what a brighter 2021 may bring. So, having recently been shortlisted for two European Contact Centre & Customer Service awards, we decided to stick with our area of expertise and predict what the biggest customer service [read more]

By |2020-12-18T09:06:32+01:00December 18th, 2020|0 Comments

Council Tax in 2021 – Smoothing the Path for Councils and Citizens

Council Tax in 2021 - Smoothing the Path for Councils and Citizens Entering 2021, Local Authorities face several challenges that could make the first few months of the year remarkably difficult to navigate. This perfect storm has been gathering strength over the past year, feeding on existing structural issues, such as reduced council funding, and short-term problems, like the [read more]

By |2020-12-16T10:53:46+01:00December 16th, 2020|0 Comments

Citizen Engagement – No Going Back!

Citizen Engagement - No Going Back! How councils are adapting to new citizen expectations and behaviour There can be no denying that the COVID-19 crisis has both fundamentally altered the way we go about our day-to-day lives and placed an even greater burden on Local Authorities. In this article, we look at how the crisis has influenced changes in citizens’ [read more]

By |2020-11-17T11:09:49+01:00November 17th, 2020|0 Comments

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
Go to Top