Your Pain-Free Digital Transformation Strategy

Your Pain-Free Digital Transformation Strategy If you’re hoping to transform your organisation for the 21st Century and ensure that your customers and service users are able to interact with you in a way that suits their needs, you’ll have to develop a comprehensive digital transformation strategy. Rather than investing haphazardly in new technologies and digital infrastructure projects, organisations need [...]

2019-04-18T11:07:20+00:00April 18th, 2019|

Channel Shift and CRM Integration: 5 Best Practice Rules to Get It Right First Time

Customers prefer businesses that they can trust and, as we all know, trust is earned not given. Customer trust is dependent on a business' ability to act in authentic, empathetic, and reliable ways. In other words, a customer's trust and loyalty are earned by appealing to them in a manner that is more than transactional. It can't solely be about [...]

2019-03-05T09:41:26+00:00December 26th, 2018|

AI and Agents Working in Harmony: 7 Steps to Success

To many modern customer service employees, AI is a problematic idea. In most cases, this is because AI agents have long been thought of as operating in opposition to human agents. It’s one or the other. A battle for survival. The stereotypical concern is that AI is here to take over jobs. However, in a healthy, high-performance contact centre, AI [...]

2019-01-30T15:24:31+00:00December 18th, 2018|

Which Call Centre Metrics Matter?

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 in order to drive improvements and justify their spending. To do this, they must analyse a variety of call centre metrics. Here, we [...]

2019-02-04T09:42:03+00:00December 14th, 2018|

11 Reasons Customers Aren’t Using Your Chatbot (and what to do about it)

Though you may have developed the greatest chatbot known to humankind, there’s no guarantee your customers will use it. Here, we examine the 11 most common reasons your customers aren’t willing to engage with your chatbot and provide you with step-by-step solutions to fix each issue. Your chatbot doesn’t accurately replicate human conversation The clue is in the name – [...]

2018-10-30T10:00:18+00:00November 20th, 2018|

Are We Nearly There Yet? Digital Transformation in 2018

When it comes to digital transformation, preparation is everything. If your business is not actively preparing for new digital technologies and changes to working practices, processes and systems, there’s a high chance you’re going to get left behind. In the modern business environment, where change occurs at a rapid pace, companies can quickly find themselves at a disadvantage if steps [...]

2018-11-28T11:53:57+00:00November 13th, 2018|

Chatbot or Human? When to Choose the Right Option for Customer Service

In 1896, an Italian economist, Vilfredo Pareto, published a paper that demonstrated that around 80% of the land in Italy was owned by the wealthiest 20% of the population. He went on to carry out further studies and discovered that this ratio also applied to many other countries. Long after Pareto passed away, reports revealed that global wealth distribution follows [...]

2018-10-09T10:39:25+00:00October 2nd, 2018|

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 in many urban environments across [...]

2018-08-30T12:19:16+00:00September 4th, 2018|

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 abandonment rate of 5% or [...]

2018-08-30T12:18:47+00:00August 28th, 2018|
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