/Digital self service

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 [...]

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 [...]

By |2018-11-28T11:53:57+00:00November 13th, 2018|Blog, Channel Shift, Digital self service, Uncategorized|0 Comments

The Top 10 Complaints About Customer Service

If you’re looking to improve your customer service provision, it’s important you understand what customers find frustrating about your existing service. To do this, you’ll need a list of common complaints. To give you an idea of where most businesses struggle, we’ve collected 10 of the most common customer service complaints heard in contact centres [...]

By |2018-10-30T09:55:45+00:00November 6th, 2018|Blog, Customer service, Digital self service|0 Comments

T-Mobile Have Killed Their IVR – Should You Do the Same?

T-Mobile says goodbye to IVR In August, T-Mobile very publicly announced that they would be doing away with its IVR systems in an effort to banish ‘customer service hell' to the dustbin of history. They were so happy with this move that they created a long-form advertisement to ensure everyone knows about their decision. The [...]

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 [...]

By |2018-10-09T10:39:25+00:00October 2nd, 2018|Blog, Channel Shift, Chatbots, Customer service, Digital self service, Uncategorized|Comments Off on Chatbot or Human? When to Choose the Right Option for Customer Service

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 [...]

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
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