/Customer service

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 [...]

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

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

10 Omnichannel Myths That Could be Holding You Back

Due to the fact that it’s a relatively new idea, a number of myths relating to the omnichannel approach have emerged in recent years. To a large extent, these myths are based on a misunderstanding of what omnichannel systems are. Here, we take a look at 10 of the most common misconceptions surrounding omnichannel strategy [...]

By |2018-05-23T06:18:47+00:00June 12th, 2018|Blog, Customer service, Local Government, Omnichannel|0 Comments

The Impact Of AI On Jobs: How To Discuss With Your Staff

Technology is often a double edged sword – it offers incredible, game-changing benefits, but has its drawbacks too. As automation in the workplace increases, more and more workers are concerned about the effect AI is going to have on their jobs and employment in general. For managers, this is somewhat of a conundrum. To turn [...]

By |2018-04-03T11:40:05+00:00April 17th, 2018|Blog, Channel Shift, Customer service|0 Comments

Enquiry Processing Time: 10 Ways To Halve It In 2018

Whether you work in the public or private sector, there’s always a need to reduce the amount of time it takes to respond to and resolve enquiries. Though five working days is commonly quoted as a good turnaround target for enquiries, the process can often run to ten working days or even longer. Not only [...]

By |2018-03-02T16:00:34+00:00March 2nd, 2018|Channel Shift, Customer service|0 Comments

The Queue Waiting Game (And Why It Doesn’t Have To Happen)

We’ve all experienced the Queue Waiting Game. We all understand the frustrations of being on hold, hoping for a break in the hold music, waiting for the voice of the customer services representative to come through on the other end. Queueing can be boring, frustrating, enraging, maddening, tear-inducing and can prompt incredibly strong reactions. Consequently, [...]

By |2018-03-16T11:47:19+00:00March 2nd, 2018|Blog, Channel Shift, Customer service|0 Comments