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Lone Working at Home: What You Need to Know

Lone Working at Home: What You Need to Know The rapid spread of the Covid-19 virus has meant that large numbers of businesses are now looking at ways to limit the impact on their workforce by asking employees to work remotely from home. A sudden switch to remote working is challenging enough without the additional pressures and concerns imposed by [read more]

By |2020-03-19T11:43:24+01:00March 19th, 2020|0 Comments

The Future of Customer Self-Service in the UK

The Future of Customer Self-Service in the UK Businesses and public sector organisations across the country are already implementing self-serve technologies in an effort to reduce costs while also delivering superior customer service. However, with the development of increasingly powerful AI applications, self-service is expected to change drastically over the coming years. Here, we take a brief look at what [read more]

By |2020-03-12T16:47:12+01:00March 12th, 2020|0 Comments

Service Transformation in Local Government: 5 Key Trends for 2020

Service Transformation in Local Government: 5 Key Trends for 2020 Service provision in local government has changed considerably over the last decade. The pace of the digital revolution means it will continue to do so for the foreseeable future. This means you need to stay on top of key trends if you’re to keep up with the latest digital innovations. [read more]

By |2020-03-12T16:21:33+01:00March 12th, 2020|0 Comments

How to Change your Organisation’s Culture From Analogue to Digital

How to Change your Organisation's Culture From Analogue to Digital Digital transformation is a big deal these days. If you’re not embracing the rapid changes brought to us by the digital revolution, you’re falling behind. But what does ‘digital transformation’ actually mean and, more importantly, how can your organisation successfully shift from an analogue culture to a digital future? [read more]

By |2020-03-12T16:21:46+01:00March 12th, 2020|0 Comments

How to Encourage Customers to Self Serve

How to Encourage Customers to Self Serve If you’re considering introducing new self-service technologies into your customer service system, you must carefully plan how you’re going to encourage your customers to engage with these channels. If these tools aren’t implemented in the right way, customers will refuse to use them and you won’t reap the full benefits of your self-service [read more]

By |2020-02-10T14:54:54+01:00February 25th, 2020|0 Comments

How to Measure Customer Experience (CX)

How to Measure Customer Experience (CX) In recent years, Customer Experience (CX) has emerged as a key concept in the effort to build efficient customer service systems that deliver for increasingly digital societies. Defined by Forrester as ‘how customers perceive their interactions with your company,’ CX is based on the recognition that customer perception of your service is central to [read more]

By |2020-02-10T14:33:36+01:00February 18th, 2020|0 Comments

Lone Working in Winter – How to Keep Your Staff Safe

Lone Working in Winter - How to Keep Your Staff Safe With the cold weather, short days and slippery surfaces, winter can be a tough time for everyone. However, it’s particularly tough on those lone workers who are exposed to it all but expected to battle through the conditions and get the job done. As employers have a legal responsibility [read more]

By |2020-02-10T14:16:43+01:00February 10th, 2020|0 Comments

5 Contact Centre Improvements to Make in 2020

5 Contact Centre Improvements to Make in 2020 As we enter a new decade and look back on a period of great change in the contact centre, many will be asking themselves what the next few years hold in store. Here, we take a look at what improvements you can make in 2020 to ensure that you’re ahead of the [read more]

By |2020-02-10T13:40:58+01:00February 10th, 2020|0 Comments

Virtual Agent or Chatbot? How to Choose the Right Option for Your Organisation

Virtual Agent or Chatbot? How to Choose the Right Option for Your Organisation If you’re looking to AI technology to drive greater efficiency and lower costs in your organisation, there are two principal options available to you. Do you develop a Chatbot or invest in a Virtual Agent? Making the wrong decision could be costly. Here, we take a look [read more]

By |2020-02-03T15:03:55+01:00February 3rd, 2020|0 Comments