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 [...]

What the Perfect Omnichannel Solution Looks Like in 2018

In 2018, omnichannel systems have begun to become the basis for all digital communication between organisations and their users or customers. It reflects the enormous shifts we’re experiencing in the way people use mobile devices and other digital technologies to perform tasks in their everyday lives. However, knowing how to design an omnichannel system that [...]

By |2018-06-29T12:53:23+00:00July 31st, 2018|Blog, Omnichannel, Uncategorized|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

IVR – the Perfect Platform for Interactive and AI Solutions?

Interactive Voice Response systems have been utilised for many years. However, that doesn’t mean they haven’t adapted and evolved with the times. The IVR technologies of today are considerably different to those that came before, and they still demonstrate great potential for future growth. One key technology that’s likely to impact the future of IVR [...]

By |2018-05-23T06:25:57+00:00June 26th, 2018|AI, Blog, IVR, Uncategorized|0 Comments

How to Develop the Perfect Omnichannel Strategy

The idea of developing an omnichannel strategy is popular amongst business and organisations, who recognise new technologies have resulted in dramatic shifts in the way individuals interact and use services. New customer behaviours are radically altering the way organisations communicate, reach out to these individuals, and ensure the services they provide are meeting expectations. A [...]

By |2018-04-24T08:42:05+00:00May 1st, 2018|Blog, Channel Shift, Omnichannel, Uncategorized|0 Comments

Lone Worker Risk Assessment Checklist

Around 8 million people in the UK are classified as lone workers and exposed to variety of risks that need to be assessed and mitigated against if their safety is to be assured, so far as it is reasonably practicable to do so. Employers have a Duty of Care to each and everyone of their [...]

By |2018-04-24T08:27:47+00:00April 24th, 2018|Blog, Lone Worker, Uncategorized|0 Comments

14 Challenges Of Chatbot Implementation (and How To Overcome Them)

“Alexa, what’s the best way to deal with the challenges faced when implementing Chatbots?” Don’t hold your breath, because you may be waiting for quite a while for Alexa, Cortana, or Siri to come back with an answer for that particular conundrum. Asking a chatbot how to deal with the challenges of implementing chatbots is [...]

By |2018-04-05T16:47:55+00:00February 27th, 2018|Uncategorized|0 Comments

Local Government Digital Transformation: What’s Working Now

The ongoing process of digital transformation in local government is a key part of developing models for the coming years. As we move away from traditional ‘analogue’ methods of communication with customers and towards more digital, omni channel solutions, it pays occasionally to pause and take a look at what’s working elsewhere. The Enfield Effect [...]

By |2018-04-05T16:55:11+00:00February 20th, 2018|Uncategorized|0 Comments

Chatbots: 8 Eye-Opening Statistics To Help You Convince Management

Attempts to integrate chatbots into a system or initiate any kind of digital change can encounter hurdles along the way. However, it’s often internal resistance that can prevent a fully integrated system from being introduced, rather than protests by irate customer. In fact, it’s more likely that users are quite happy to access your various [...]

By |2018-02-09T09:13:15+00:00February 20th, 2018|Uncategorized|1 Comment

Why IVR should still be a key element in your Channel Shift strategy

IVR (Integrated Voice Recognition) systems are a daily part of user experiences every time they call a council contact number. Integrated telephony and user-friendly IVR can not only streamline your front-of-house operations, but it can instigate a far more sophisticated and efficient internal communications system, too. In turn, IVR can result in considerable cost savings, [...]

By |2018-02-09T10:46:59+00:00February 12th, 2018|Uncategorized|0 Comments