Despite the growing focus on Customer Experience, many organisations still fall short with their complaints handling procedures. Sarah Simon, Senior Director, CX Consulting at Confirmit discusses the unique potential that the call centre holds to turn customer dissatisfaction into positive, long term engagement. Continue reading Can we calm customer rage for good in 2019?
From virtual teams to car pooling, running a contact centre today is complicated business but it doesn’t have to be that way. Nick Brook at Teleopti reveals 7 ways workforce management solutions hold the key to smarter, flexible scheduling… Continue reading 7 Steps to Smarter Scheduling in Contact Centres
By Chris Robinson, CEO Yonder Digital Group… Continue reading Are you letting your customers slip away?
What happens when your contact centre is ready to stop talking about chatbots or conversational AI and wants to move something into action? Continue reading Introducing Conversational AI in the Contact Centre
Adding artificial intelligence to the contact centre is an important decision that involves a significant investment of time, money, and resources. Because of this, when an organisation is ready to implement AI, it’s absolutely critical to identify how and when the new technology will deliver a return on investment. Continue reading Ensuring the ROI of Adding Artificial Intelligence
Keeping your data secure without stifling innovation is possible with a little planning and technology. Colin Hay at Puzzel met up with Tony Smith at PCI Pal to discuss how to make compliance and customer experience the perfect match. Here are their thoughts and 3 ways to de-scope your contact centre. Continue reading Keep calm and de-scope! PCI DSS compliance for contact centres
Social Media is the customer’s voice and your agents’ ears. But are you able to tame this powerful engagement channel – rather than letting it spin out of control? Now it’s possible. Continue reading How to tame the Social Media monster
Tommy Palomäki at Teleopti considers the connection between happy customers and happy employees and suggests five ways to use workforce management to achieve both… Continue reading What came first the chicken or the egg? Happy customers or happy employees?
There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, ability to capture robust customer insights, and efficiency in handling contacts make it a very attractive investment for contact centre leaders. Continue reading Most Customers Hate AI & Chatbots for This Reason…
Dick Bucci, principal consultant at Pelorus Associates, explores eight ways to retain top employees by humanizing the workplace in an eBook in association with workforce management company Teleopti… Continue reading Top Employees: Hold on to what you’ve got