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 [...]

2019-01-30T15:25:33+00:00February 12th, 2019|Blog, Chatbots, Customer service, Data, Uncategorized|

Set up and Go? Why Automation Still Needs Your Attention

In all types of automated software, bugs and defects are both common and inevitable. As much as developers would like their creations to be entirely error-free, there are too many variables and inputs for this to happen. It’s why testing and maintenance are essential features of any successful digital implementation process. They weed out mistakes [...]

2018-10-30T10:00:46+00:00December 4th, 2018|Blog, Customer service, Data, Technology|

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 [...]

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

Omnichannel Analytics – a Guide to Measuring Success

Developing a carefully considered omnichannel strategy is quickly becoming a priority for many business and local government organisations across the country. However, without a way of measuring its performance, there’s no way to know if it’s as effective as hoped - or even if it’s having an impact at all. Here we take a look [...]

2018-04-24T09:15:32+00:00May 15th, 2018|Blog, Data, Omnichannel|

5G Technology – A beginner’s guide

As the pace of technological development increases, it seems as though the next generational leap in wireless networking technologies is never too far away. 5G technology is the latest step in our journey to create ever-more powerful networks that are capable of increasingly speedy connections. This new technology could result in drastic changes to the [...]

2018-04-24T09:00:06+00:00May 8th, 2018|Blog, Data, Technology|

Data Protection Officers: What You Need To Know

With the countdown to GDPR implementation day inching into its final stages, many organisations are still unaware of the potential consequences of this influential document. One of the main areas in which many organisations find themselves unprepared is that of appointing a Data Protection Officer (DPO). The creation of this important role will be obligatory [...]

2018-04-09T11:44:21+00:00April 5th, 2018|Channel Shift, Data|
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