Category Archives: Guest Post

Delivering an exceptional customer experience through people, process and technology – a three point plan

As new technologies and changing compliance requirements transform customer interactions, a blended approach to customer service is critical, says Colin Hay at Puzzel. In the first of his ‘people, process and technology’ blog series, he explains more… Continue reading Delivering an exceptional customer experience through people, process and technology – a three point plan

British Icon WH Smith feels the expensive price to pay for poor customer experience

WH Smith published its third quarter earnings after it was voted worst shop on the high street by Which? 5 years in a row for its poor service, high prices and untidy shops. According to Intelenet Global Services in this fast-paced, hypercompetitive retail environment, customers expect a single brand experience across all channels. Continue reading British Icon WH Smith feels the expensive price to pay for poor customer experience

The Emergence of Artificial Intelligence within Customer Service

Artificial intelligence has the potential to transform the contact centre industry. Much of the conversation has centred on chatbots or virtual assistants that respond to text and speech, but this is just one aspect of the wide-ranging, permanent effect that machine learning combined with process automation will have on customer service. Machine learning algorithms learn from successes and mistakes in order to attain programmed goals. Continue reading The Emergence of Artificial Intelligence within Customer Service

Customer self-service trend continuing to grow, says Aspect Software

The rise of artificial intelligence and the disruption it’s initiating to all industries and individuals is a topic that cannot be escaped. Whilst some doubt over these technologies is present, the vast majority understand the impact it can have and one area where this is really being felt is in customer service operations, says Aspect Software. Continue reading Customer self-service trend continuing to grow, says Aspect Software