Artificial Intelligence can make call centre agents better connected with customer requirements

bhupender-singh-picGuest Post By Bhupender Singh, CEO of Intelenet® Global Services, who says technology is transforming how call centre agents interact with customers… The contact centre industry has evolved over the years because of changes in customer expectations, technology innovations and new business models. Businesses of all kinds are digitally transforming their contact centre operations to keep at pace with customer demands. Continue reading Artificial Intelligence can make call centre agents better connected with customer requirements

Why Omni-channel Must be Omnipresent in the Innovation Evolution

graham-lloydGuest Post By Graham Lloyd, Industry Principal of Financial Services at Pegasystems. Graham explains how omni-channel is the key to customer engagement in the FS industry… There’s never been a better time to be financial services customer – in theory, at least. Once upon a time, if you had a query about your bank account or insurance policy, you either had to go into a physical branch to find an answer to your question, or sit on a telephone line during office hours waiting for an operative to answer your call. Continue reading Why Omni-channel Must be Omnipresent in the Innovation Evolution

Book Hotels Direct For Better Customer Service

christopher-schyma-vp-travel-hospitality-247Guest Post By Christopher Schyma, Vice President, Hospitality and Travel, [24]7… News that Hilton Worldwide, the world’s biggest hotel chain, has announced a new ‘predictive chat’ booking service on its websites is a reminder that booking rooms directly from corporate websites is a growing, if perhaps unexpected, trend and one that can benefit both customers and hotels alike. Continue reading Book Hotels Direct For Better Customer Service

KLM runs pilot with Artificial Intelligence provided by DigitalGenius

PRESS RELEASE: KLM Royal Dutch Airlines is taking the next step in social servicing by testing artificial intelligence (AI) to help answer customer questions. When an agent needs to answer an incoming question, he or she gets a proposed answer through AI, which is trained on more than 60,000 KLM questions and answers. Continue reading KLM runs pilot with Artificial Intelligence provided by DigitalGenius

Leading Hotel and Casino Developer Implementing Verint Customer Engagement Optimization Solutions to Enhance Customer Experiences and Compliance

PRESS RELEASE: Verint® announced that a U.S.-based hotel and casino developer is implementing its workforce optimization solutions to heighten customer service and experiences and advance its ability to secure sensitive and private customer data. Among the Verint software being deployed are call recording, encryption management, desktop and process analytics, workforce management and performance management. Continue reading Leading Hotel and Casino Developer Implementing Verint Customer Engagement Optimization Solutions to Enhance Customer Experiences and Compliance

InMoment Redefines Actionable Insights with Next-gen CX Platform

InMoment announced Experience Hub 2.0™, the next generation of the company’s technology platform. Hub 2.0 enhances the scope and richness of data, prioritises insights for more actionability and impact, and provides more intuitive reporting to help brands get to the “why” behind their data quicker and simpler than ever before. Continue reading InMoment Redefines Actionable Insights with Next-gen CX Platform

1st Touch Launches iAppoint Scheduling For Social Landlords

PRESS RELEASE: 1st Touch has announced the launch of iAppoint. The all-new self-service module will help social landlords to streamline customer appointment scheduling by speeding up and enhancing the processes involved. In addition, as online services cost only a fraction of call centre responses, the potential cost savings for landlords are also significant. Continue reading 1st Touch Launches iAppoint Scheduling For Social Landlords

One in three customers disengaged with businesses as a result of online billing

PRESS RELEASE: The growing prevalence of online billing is putting businesses and service providers at risk of losing touch with customers according to new research, which reveals that almost one in three consumers have become distant from their bills as a result. The research of a nationally representative sample of 1,000 UK adults by Echo Managed Services, revealed that 70% of consumers prefer digital methods of bill communication, while over a third stated that online is the only method by which they want to receive their bills. Continue reading One in three customers disengaged with businesses as a result of online billing