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5 IVR Metrics You Can’t Afford to Ignore

5 IVR Metrics You Can’t Afford to Ignore If you’re trying to improve the performance of your IVR system, you need to ensure that you’re accurately measuring its current performance. This means mastering the use of a wide range of important metrics. Here, we take a look at five measures of IVR success that will help you identify when your [...]

2019-09-18T16:39:19+01:00September 18th, 2019|0 Comments

How to Choose Digital Technologies for Your Organisation

How to Choose Digital Technologies for Your Organisation Deciding how your organisation invests in new technology can be remarkably difficult. Not only is this type of investment likely to cost a significant sum, it will also lay the foundations for tech development over the coming years. With this in mind, we thought it would be a good idea to offer [...]

2019-08-12T10:19:03+01:00August 20th, 2019|0 Comments

How To Structure Your Customer Service Department

How To Structure Your Customer Service Department Every business claims to offer excellent customer service but it turns out it’s tougher to satisfy customers than it looks. Though there are a million quick fixes that can improve the customer experience in the short term, they’re unlikely to tackle the underlying problems found in many departments. To do that, you need [...]

2019-08-12T10:19:49+01:00August 12th, 2019|0 Comments

How to Talk to Your Staff About Digital Transformation

How to Talk to Your Staff About Digital Transformation The term “digital transformation” is thrown around so much these days that it’s no wonder some employees shudder at the sound of it. To many, it’s an empty buzz word with no substantial meaning. To others, it refers to the coming AI Armageddon, in which vast swathes of the modern workforce [...]

2019-08-12T10:21:56+01:00August 6th, 2019|0 Comments

7 Quick Wins to Improve Your Customer Service Department

7 Quick Wins to Improve Your Customer Service Department While a carefully considered long-term strategy is the best way of improving your customer service department’s performance, sometimes you just need a few quick wins to keep things ticking over. Whether it’s to raise employee morale, improve customer service or demonstrate to new bosses that you’ve got what it takes to [...]

2019-08-12T10:22:44+01:00July 18th, 2019|0 Comments

How To Make a Chatbot Likeable

What Makes a Chatbot Likeable? All chatbot developers should be aiming to design and build chatbots that are both personable and likeable. Unless you have a very specific goal in mind, an unlikeable chatbot will alienate users and ensure they steer clear of the technology in the future. This begs the question – what makes a chatbot likeable? Here, we [...]

2019-07-25T11:00:13+01:00July 4th, 2019|0 Comments

Chatbot Metrics – What to Measure and Why

Chatbot Metrics – What to Measure and Why In recent years, chatbots have become a vital customer service technology and a key means of driving down costs whilst improving the customer experience. However, many organisations still fail to take advantage of advanced analytics tools and techniques to measure and optimise their chatbot’s performance. With this in mind, we [...]

2019-07-04T12:22:57+01:00June 26th, 2019|0 Comments

Average Handling Time – The Ultimate Guide

Anyone who has worked in or around a modern contact centre will have experience of Average Handling Time (AHT). However, many don’t fully understand why it’s so important, how it’s calculated, or what steps can be taken to improve AHT. With this in mind, we thought it a good idea to bring you our comprehensive guide to everything you [...]

2019-06-26T09:49:14+01:00June 11th, 2019|0 Comments

How To Make RPA Technology Work For Your Organisation

In recent years, greater adoption of digital technologies by businesses and Local Authorities has allowed these organisations to both cut costs and improve the customer experience. However, one of the most popular, emerging strategies for both public and private sector organisations is now RPA. Here, we take a look at what RPA technology is and how to leverage it [...]

2019-06-26T09:49:05+01:00June 4th, 2019|0 Comments