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What Your AI Strategy Should Look Like in 2020

What Your AI Strategy Should Look Like in 2020 AI is no longer a technology of the future but being put to use in contact centres around the globe, right now. The benefits of such technology are not disputed. Organisations that have integrated AI technology into their contact centres log reductions in call, chat or email volume of up to [read more]

By |2020-01-17T12:54:18+01:00January 17th, 2020|0 Comments

How to Prepare Your Contact Centre for Seasonal Spikes

How to Prepare Your Contact Centre for Seasonal Spikes Whether you’re working in the public or private sector, seasonal spikes in demand can put a tremendous strain on your contact centre. This is particularly true for those organisations that experience short, sharp surges that prohibit them from bringing on additional short-term employees during peak periods. With this in mind, we’ve [read more]

By |2020-01-23T11:31:56+01:00January 17th, 2020|0 Comments

How to Automate Support Without Losing the Human Touch

How to Automate Support Without Losing the Human Touch One of the most important debates in contemporary customer service centres is how to automate support without losing that all-important human touch. While it’s not an easy question to answer, we believe there are a number of things you can do to ensure you strike the right balance. [read more]

By |2020-01-23T11:30:17+01:00January 17th, 2020|0 Comments

5 Ways to Improve Customer Satisfaction in 2020

5 Ways to Improve Customer Satisfaction in 2020 Over the last decade, digital technologies have played a dramatic role in redefining the customer experience (CX) and have provided organisations with a powerful means of improving customer satisfaction. In 2020, the use of such technology is set to grow. The importance of both customer satisfaction and the customer [read more]

By |2020-01-17T11:20:28+01:00January 17th, 2020|0 Comments

Chatbots for Customer Service – A Business Guide

Chatbots for Customer Service - A Business Guide Chatbots are one of the most exciting and important contemporary customer service technologies to be successfully put to use in contact centres around the globe. In many ways, they represent the beginning of the AI revolution that is expected to sweep across the customer service industry in the coming years. While many [read more]

By |2020-01-17T12:04:36+01:00January 10th, 2020|0 Comments

8 Myths About UK Lone Workers

8 Myths About UK Lone Workers There are approximately 6 million lone workers in the UK - that’s roughly 20% of the entire working population. Despite the vast numbers of employees who work alone, there are still several common myths surrounding lone working. Here, we take a look at eight popular myths and explain why they should be revisited. [read more]

By |2019-12-12T18:19:05+01:00December 24th, 2019|0 Comments

Chatbot Technology in 2020: What to Expect

Chatbot Technology in 2020: What to Expect Chatbot technology advanced leaps and bounds in 2019. But this year is shaping up to be even bigger and better for your 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 [read more]

By |2019-12-17T16:14:04+01:00December 17th, 2019|0 Comments

Which Call Centre Metrics Matter?

5 Call Centre Metrics You Can't Afford to Ignore The modern call centre is central to a business’ ability to deliver excellent customer service. However, at a time when squeezed budgets and cost-cutting techniques are commonplace, call centres need to be able to measure their KPIs to drive improvements and justify their spending. To do this, they must analyse a [read more]

By |2019-12-17T15:51:01+01:00December 17th, 2019|0 Comments

How to Choose a Lone Worker Solution

How to Choose a Lone Worker Solution Lone worker safety solutions play a vital role in protecting employees, providing peace of mind for lone workers, supervisors and managers, and fulfilling your health and safety obligations. However, choosing between the various solutions on offer can be difficult. Here, we take a look at six key considerations that should influence your decision. [read more]

By |2019-12-12T18:07:23+01:00December 17th, 2019|0 Comments