Category Archives: Guest Post

The Truth about Self Service, Bots & Intelligent Assistance

Thomas Rodseth, VP of Product & Marketing at Intelecom explains the options when it comes to intelligent assistance… Sometimes a technology takes an age to go mainstream. Other times it appears to arrive like a thunderbolt out of nowhere. Bots chose the high impact option when they arrived in Q1 2016. By mid-summer they were sliding down Gartner’s famous trough of disillusionment accused of being over hyped and inadequate in meeting expectations for the human touch. Continue reading The Truth about Self Service, Bots & Intelligent Assistance

Your customers are already talking about you on social media: are you engaging them or knowingly ignoring them?

Martin EllinghamBy Martin Ellingham, Respond Product Manager… The internet is big business. Of course, you knew that already. Most companies in 2017 choose to have an internet presence and to use appropriate keywords to attract footfall to their websites where they can hook customers with special online deals. That’s good news. But do you really know the extent of the internet’s reach and have you fully appreciated what that could mean in terms of customer service? Continue reading Your customers are already talking about you on social media: are you engaging them or knowingly ignoring them?

Is the Internet of Things Already the Internet of Everything?

Webhelp’s global head of R&D, Dave Pattman, looks at how and why companies can and should get involved in the use of AI and robotics… For the past decade we have heard bold predictions about how artificial intelligence (AI) and robots will transform all aspects of our lives. And indeed, what once seemed science fiction is rapidly becoming science fact. Driverless vehicles are taking to the road and we speak to devices that seem to understand us and respond appropriately. Continue reading Is the Internet of Things Already the Internet of Everything?

New Report – The State of WFM in Contact Centres – 2017

It’s all about change. Change is happening in the way we communicate, in the way we work, in the way we do business. As a contact centre professional, how do you bring together employees, customers and corporate demands to run the contact centre in an efficient, productive, engaging way to satisfy all constituents? Continue reading New Report – The State of WFM in Contact Centres – 2017

A Space Odyssey – The critical challenges facing your expanding contact centre business

Portal helped Hastings Direct expand source and fit out the perfect location with access to high-calibre colleagues
Portal helped Hastings Direct expand source and fit out the perfect location with access to high-calibre colleagues

Phil Sugden, Portal Group UK’s Sales & Marketing Director, discusses the challenges facing fast-growing contact centre businesses looking to expand or relocate and how Portal’s Managed Office Solutions concept enabled Hastings Direct to seamlessly deliver a new UK customer service hub. Continue reading A Space Odyssey – The critical challenges facing your expanding contact centre business

Workforce Engagement Management – what does it really mean?

Olle Düring, CEO of Teleopti outlines three steps to put the Voice of the Employee at the heart of your contact centre… According to world-leading industry analysts Gartner,[i] “organizations need to assess the potential needs, expectations and aspirations of the next generation of employees within their contact centers.  The impact a motivated and engaged employee can have, not just on operational performance but also on the customer experience, should not be underestimated.”   Continue reading Workforce Engagement Management – what does it really mean?

Robust self-service platform now essential in the modern customer engagement centre, says Aspect

aspect-logo-std-full-RGBCustomer engagement centres must develop a robust self-service platform in order to deliver a strong customer experience and deliver an effective omni-channel experience. This is according to Stephen Ball of Aspect Software, a global provider of fully-integrated consumer engagement, workforce optimisation and self-service solutions. Continue reading Robust self-service platform now essential in the modern customer engagement centre, says Aspect

Five Steps to Reinventing Quality Management in Contact Centres

Thomas Rødseth, VP of Product & Marketing at Intelecom, says it’s time to follow the lead of smart, successful organisations with a fresh approach to Quality Management… For years quality management (QM) has remained stuck in a time bubble while the world has moved on. How often have customers complained that your agents sound like robots reading off a script or they feel hurried as agents try to get them off the phone as quickly as possible? Continue reading Five Steps to Reinventing Quality Management in Contact Centres