Interesting times are ahead as contact centres cut through the jargon, dispel the myths and embrace new AI technology to serve customers and agents. Colin Hay at Puzzel takes a closer look at the top three uses for Chatbots… Continue reading What role will Chatbots play in 2020?
The first Directors Club breakfast briefing seminar of 2019, in partnership with TTEC, saw Simon Rainbow (VP at TTEC) look at how you can blend talent and technology within the evolving customer care space, specifically to support the millennial generation… Continue reading Blending Talent & Technology: Evolving Customer Care For The Millennial Generation
Customer experience is today’s number one USP and it’s revolutionizing the way we do business. While the contact centre remains the catalyst for service excellence, every single department must play its part. Rob Clarke at Teleopti sheds light on a few golden rules for corporate-wide customer service… Continue reading The whole organisation is a customer service centre
In the second blog of this new series, Colin Hay explores the rise of social media in contact centres. He discusses 7 ways cloud technology can help to deliver outstanding social customer service… Continue reading Making light work of digital channels – 7 tips for social customer service
According to Patrik Vesterberg at Teleopti, tried and tested isn’t always best. Here, he explains why change is good and outlines a flexible philosophy to kickstart the transformation of your customer interactions… Continue reading Resistance to change – the arch nemesis of customer experience
One of the greatest challenges of retaining customer loyalty is offering customer care that is both personalised and seamless. Even though individualisation has established itself as a prerequisite for quality customer care experience, companies still need to pay close attention to users and consumers on every channel. Continue reading Omni-digital vs omni-channel: what is the difference?
In the first blog of this new series, Colin Hay explores the rise of Web Chat and Co-browsing. He shares 7 tips for blending the two using the latest cloud contact centre solutions to create a complete and satisfying customer experience… Continue reading Making light work of digital channels – 7 chat and co-browsing tips
Semafone, the leading provider of data security and compliance solutions for contact centres, takes an optimistic view of the outlook for the technology industry in 2019. CEO Tim Critchley, global solutions director Ben Rafferty and head of information security Shane Lewis, share their top tech predictions for this year… Continue reading Semafone looks on the bright side for 2019 – with a Brexit boom and a Bitcoin bounce
Over the last few years, digital transformation has been one of the biggest buzzwords in business and with organisations understanding the benefits that technologies such as AI, IoT and big-data analytics can bring, projects have been executed, bringing improved efficiencies, cost reductions and improvements to business processes. According to Aspect Software, these projects will continue to dominate in 2019, disrupting the customer experience landscape. Continue reading Digital transformation projects will continue to disrupt the customer experience in 2019, says Aspect Software
Leading communication technology business, TeleWare peers into its crystal ball to predict what’s coming up in the technology sector in 2019… Continue reading 2019: Year of Artificial Intelligence and Virtual Assistants