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What is a Smart City? A Quick Guide

The idea of the smart city has been around for a considerable amount of time. It has been explored in works of science fiction, political theory, and cinema, but usually as a distant possibility, in a future world marked by rapid and radical technological progress. However, smart city ideas and technologies are already at work [...]

How to Reduce Your Call Abandonment Rate – in 15 Steps

A high call abandonment rate is one of the most significant problems encountered in modern contact centres. At a time when customer satisfaction is such an important consideration for businesses of all types and sizes, having a high abandonment rate is an indication that not all is as healthy as it should be. Generally, an [...]

By |2018-08-30T12:18:47+00:00August 28th, 2018|Blog, Channel Shift, Customer service, Data, Uncategorized|0 Comments

Chat vs SMS – Which is Better for Customer Service?

If you’re looking to improve your customer service provision, one of the first things to consider is how customers are communicating with your business. Do they prefer phone calls, SMS, email, or WhatsApp? Which channels are becoming more popular and which are fading? Which are most important to your business? One of the most significant [...]

By |2018-08-30T12:18:56+00:00August 21st, 2018|Blog, Channel Shift, Chatbots, Omnichannel, SMS|0 Comments

Think Your Callers Would Rather Talk to a Real Person? Think Again.

As businesses begin to consider the effect of technological change on the way customers interact with companies, it’s easy to posit call-based and chat-based channels as existing in opposition. This attitude would suggest that when one method is in the ascendency, the other is declining and that there is some kind of battle for dominance [...]

10 Ways You Can Improve Communication For a Better Business

If you’re looking for a way to better your customer communications, the first step is to look at the ways customers perceive your services and where they think they could be improved. Though every business is different, and each will have to work on a unique aspect of their customer service system, there are several [...]

What the Perfect Omnichannel Solution Looks Like in 2018

In 2018, omnichannel systems have begun to become the basis for all digital communication between organisations and their users or customers. It reflects the enormous shifts we’re experiencing in the way people use mobile devices and other digital technologies to perform tasks in their everyday lives. However, knowing how to design an omnichannel system that [...]

By |2018-06-29T12:53:23+00:00July 31st, 2018|Blog, Omnichannel, Uncategorized|0 Comments

10 Top Digital Self-Service Trends

As we enter the second half of 2018, we thought it was time to take a look at the state of self-service technology and examine some of the key trends that may influence its future. Whether we’re talking about chatbots or IVR, self-service technologies have come to play an increasingly important role in customer service [...]

By |2018-06-29T12:37:30+00:00July 24th, 2018|Blog, Customer service, Digital self service|0 Comments

IVR Testing: The Complete Checklist

Interactive Voice Response (IVR) technology is an incredibly popular means of automating customer contact services. Not only does it free up human agents to deal with more pressing business concerns, it can also cut call waiting times, and increase customer satisfaction ratings. However, IVR systems need to operate perfectly if you’re to fully realise the [...]

By |2018-06-29T12:19:43+00:00July 17th, 2018|Blog, IVR|0 Comments

Chatbots For Customer Service – Just a Money-Saving Tactic?

In recent years, there’s been a great deal of talk about the rise of chatbots. Greater numbers of businesses are introducing chatbot technology into their customer service and reducing the number of calls their human agents handle. Ask most people what the main benefit of chatbots are and they’ll probably respond by telling you that [...]

By |2018-06-29T12:20:02+00:00July 10th, 2018|Blog, Chatbots, Customer service, Uncategorized|0 Comments

AI vs Machine Learning: What’s the difference?

In recent years, there’s been a great deal of discussion surrounding the concept of Artificial Intelligence (AI). Once deemed an unrealistic dream, modern technology has brought AI closer to reality than ever before. More recently, the term ‘machine learning’ has also grown in popularity. Often AI and machine learning are used interchangeably, and both have [...]

By |2018-06-29T12:20:32+00:00July 3rd, 2018|AI, Blog, Chatbots|0 Comments
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