Category Archives: Blog

Integrating AI technology alongside your contact centre workforce

The number of predictions and speculations about Artificial Intelligence (AI) replacing human workers in the contact centre is countless. But what percentage of truth is actually held in these? Susannah Richardson, mplsystems’ Market Research Director, explains that while there is weighting behind such statements, it is important to contextualise technology advancements within the customer service sector. Continue reading Integrating AI technology alongside your contact centre workforce

One Customer, How Many Agents?

Guest Post by mplsystems: As a consumer, a couple of weeks ago, I purchased a product (the details of which are not important) from a well-known and large in size retail brand. While using it in it’s fairly new state, part of it broke, proving the product as faulty and delivering a poor customer experience. After spending a fair amount of money on this product, I was left feeling short-changed and so decided to complain to their customer service department. Continue reading One Customer, How Many Agents?