/Customer service

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+01:00March 28th, 2019|0 Comments

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+01:00March 28th, 2019|0 Comments

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+01:00February 12th, 2019|0 Comments

First Contact Resolution – The Ultimate Guide to Achieving It in 2019

First Contact Resolution (FCR) is one of the most important metrics you’ll utilise in the customer service environment. Customers want to have their problems resolved at the first time of asking and typically consider any customer service that requires multiple interactions to constitute poor service. This means customer satisfaction often depends upon FCR. Consequently, we thought it would be a [...]

2019-01-30T15:25:26+01:00February 5th, 2019|0 Comments

Chatbot Technology in 2019: What to Expect

Chatbot technology moved forward in leaps and bounds in 2018. This year is shaping up to be even bigger and better for every organisation’s favourite money-saving, problem-solving customer service tool. With this in mind, we thought it would be a good idea to take an in-depth look at what we can expect from chatbot technology in 2019. State of the [...]

2019-01-30T17:14:33+01:00January 23rd, 2019|0 Comments

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+01:00December 26th, 2018|0 Comments

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+01:00December 18th, 2018|0 Comments

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+01:00December 14th, 2018|0 Comments

Customer Satisfaction Survey Questions: What You Should Be Asking

Customer satisfaction survey questions are an excellent means of improving your service provision by identifying what it is you do well and what you could do better. However, the survey process can be vastly improved via the use of new, interactive digital technologies. Chatbots and AI systems, in particular, are having a dramatic impact on how business go about doing [...]

2019-01-30T15:24:15+01:00December 13th, 2018|0 Comments