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The Difference Between Chatbots and Digital Agents

The Difference Between Chatbots and Digital Agents While Chatbots have long been touted as the future of digital customer service, there’s also considerable interest in the potential of Digital Agents. Despite these two technologies being distinct and different applications, they’re often confused. This can make it difficult for organisations looking to invest in AI technology, as it’s not always entirely [read more]

By |2020-06-16T14:18:39+01:00June 16th, 2020|0 Comments

What We’ve Learned About Council Digital Transformation in 30 Years

What We’ve Learned About Council Digital Transformation in 30 Years Inform has been working alongside local government organisations for the last 30 years, providing them with innovative solutions to customer service problems, developing and implementing groundbreaking technologies and providing sound advice and expertise. During that time, we’ve learnt a great deal about Council digital transformation and the way in [read more]

By |2020-06-09T14:30:53+01:00June 16th, 2020|0 Comments

5 Ways To Handle More Customer Enquiries In Less Time

5 Ways To Handle More Customer Enquiries In Less Time In the modern contact centre, there’s a constant pressure to do more with less. Organisations are expected to provide world-beating customer service on relatively small budgets and often have to look for innovative ways to achieve this. One of the principal ways management demonstrates improved performance is by handling more [read more]

By |2020-05-29T09:44:03+01:00June 2nd, 2020|0 Comments

How to Accurately Measure Employee Experience

How to Accurately Measure Employee Experience While Customer Experience (CX) has been an influential feature of both business strategy and planning for a considerable amount of time, more and more businesses are now looking at incorporating Employee Experience (EX) into their strategies. If you’d like an introduction to EX, you can check out our comprehensive guide to Employee Experience. If [read more]

By |2020-05-06T14:27:51+01:00May 26th, 2020|0 Comments

What COVID-19 is Teaching us About Customer Service

What COVID-19 is Teaching us About Customer Service While the effort to suppress the spread of COVID-19 continues, businesses around the globe are struggling to adapt to a new commercial reality. Faced by such a novel threat, organisations are adapting to the circumstances in innovative ways and trying to learn as they go. This is particularly true in the world [read more]

By |2020-05-06T13:34:51+01:00May 12th, 2020|0 Comments

Why Employee Experience is Just as Important as Customer Experience

Why Employee Experience is Just as Important as Customer Experience "The way your employees feel is the way your customers will feel. And if your employees don't feel valued, neither will your customers." Sybil F. Stershic In recent years, businesses have focused on Customer Experience (CX) to the point that it’s become one of the most important concepts in [read more]

By |2020-05-06T14:28:30+01:00April 9th, 2020|0 Comments

Local Government Digital Transformation: What’s Working Now

Digital Transformation for Local Government: What's Working Now There can be no doubt, digital transformation is key to Local Government’s ability to continue delivering vital services.As we move away from traditional ‘analogue’ methods of communication with customers and towards more digital, omnichannel solutions, it pays to occasionally pause and take a look at what’s working elsewhere. This is particularly true [read more]

By |2020-05-06T16:24:52+01:00April 9th, 2020|0 Comments
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