How To Make a Chatbot Likeable

What Makes a Chatbot Likeable? All chatbot developers should be aiming to design and build chatbots that are both personable and likeable. Unless you have a very specific goal in mind, an unlikeable chatbot will alienate users and ensure they steer clear of the technology in the future. This begs the question – what makes a chatbot likeable? Here, we [...]

2019-07-04T12:40:13+00:00July 4th, 2019|

Average Handling Time – The Ultimate Guide

Anyone who has worked in or around a modern contact centre will have experience of Average Handling Time (AHT). However, many don’t fully understand why it’s so important, how it’s calculated, or what steps can be taken to improve AHT. With this in mind, we thought it a good idea to bring you our comprehensive guide to everything you [...]

2019-06-26T09:49:14+00:00June 11th, 2019|

How To Make RPA Technology Work For Your Organisation

In recent years, greater adoption of digital technologies by businesses and Local Authorities has allowed these organisations to both cut costs and improve the customer experience. However, one of the most popular, emerging strategies for both public and private sector organisations is now RPA. Here, we take a look at what RPA technology is and how to leverage it [...]

2019-06-26T09:49:05+00:00June 4th, 2019|

The Digital Journey – Working Together for a Better Customer Experience

Organisations are constantly looking for ways to improve the customer experience and keep consumers happy. However, this has become increasingly complex as digital devices have changed the ways in which individuals expect to interact with businesses and Local Authorities. With this in mind, we take a look at how the digital journey can be enhanced by adapting to changes in [...]

2019-05-13T14:54:22+00:00April 30th, 2019|

How Much Does a Chatbot Cost?

When considering investing in new chat technology, there’s an understandable focus on chatbot cost. However, the potential financial benefits often go unmentioned. Here, we take a look at whether you can afford to invest in a chatbot, then ask whether you can afford NOT to invest.As always, cost is dependent on qualityIt may be a cliché, but with chatbots, you [...]

2019-04-23T12:10:18+00:00April 23rd, 2019|

8 Ways for Local Authorities to Ease the Pain of Peak Contact Times

All Local Authority (LA) contact centres struggle with a surge in demand at some time or another. But it’s simply not cost-effective to staff contact centres to handle high demand if those employees aren’t required for most of the rest of the year. Consequently, it’s necessary to consider other ways to ease the pain of peak contact times. Here, [...]

2019-04-05T07:57:16+00:00April 5th, 2019|

Customer Experience Metrics: What You Should Be Measuring

If you’re to improve the customer experience, it’s first necessary to identify those aspects of your customer service system that are performing below expectations. To do this, the system’s performance must be gauged using metrics that truly reveal something about the customer experience. Here, we take a look at four of the most important customer experience metrics for your telephony [...]

2019-03-28T16:13:12+00:00April 2nd, 2019|

7 Ways to Make Your Chatbot More Human

Chatbots are designed to replicate human conversation. If they’re unable to interact with customers in a natural and convincing manner, users tend to look to other customer service channels - missing a great opportunity to provide an enhanced customer experience and reduce agent dependency. With this in mind, we thought we’d take a look at seven ways you can make [...]

2019-03-28T14:55:43+00:00March 28th, 2019|

11 Problems With IVR Systems (and how to solve them)

Interactive Voice Response (IVR) is now an essential component of all modern contact centres. It helps cut costs, is available 24/7, ensures human agents are deployed more efficiently and allows customers to self-serve. However, IVR can also be problematic. If you don’t get it right, you’re likely to frustrate and anger customers. Considering that 89% of consumers have switched their [...]

2019-03-28T14:55:57+00:00March 28th, 2019|

How to Make Sure Your Chatbot Is GDPR Compliant

Chatbots are becoming an increasingly important feature of customer service provision. In part, this is due to their ability to collect and process valuable customer data for use by human agents or to provide automated solutions to customer service issues. However, this data collection capacity means that chatbots must comply with the General Data Protection Regulation (GDPR). Here, we examine [...]

2019-03-28T12:31:00+00:00February 12th, 2019|
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