Thomas Rødseth at Puzzel (formerly Intelecom), advocates taking a cloud-based approach to empowering next generation contact centre agents… Continue reading The rise of the multi-skilled agent
Category Archives: Guest Post
It’s all about data: the use of analytics in the cloud contact centre
Guest Post by Dean Manzoori, Vice President of Product Management for UCaaS, Masergy… Continue reading It’s all about data: the use of analytics in the cloud contact centre
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
Customer engagement practices that will dramatically improve your business
Everyone agrees that customer experience is the new marketing, but exactly how do you measure customer engagement and success in this digitally transformed world? Andy Moore, Marketing Director of Opinion8, looks at how the best performing companies actively seek out the opinions of customers and take action on those findings… Continue reading Customer engagement practices that will dramatically improve your business
Six Practical Steps to Make Web Chat work for you
Guest Post by Thomas Rødseth at Intelecom, shares his top tips for making web chat work and what you need to consider before taking the plunge… Continue reading Six Practical Steps to Make Web Chat work for you