Businesses must remember that customer experience is the driving force behind digital transformation says Richard McCrossan, Head of Digital EMEA, Genesys… Continue reading Customer service is still key to keeping industries alive →

Self-service has a greater role to play than simply reducing the number of voice calls into contact centres. Mashud Ahmed of Puzzel explains more… Continue reading Elevating the role of self-service – 8 Top Tips →

As the great multi-skilling debate continues, Tommy Palomäki of Teleopti outlines the challenges and offers three tips for scheduling multi-skilled agents… Continue reading Omni-Agents – Fact or Fiction →

By Graham Ede – CEO – Yonder Digital Group… In today’s customer experience arena, businesses cannot rely on a reactive service alone to beat competitors; superior customer service anticipates and pre-empts rather than waiting for the customer to get in touch. However what does this actually entail? A proactive approach can come across as obtrusive if customers feel they are being inundated with communications so there needs to be a focus on providing useful information and intelligent advice, providing extra value to customers. Continue reading Proactive & Pre-emptive vs Reactive & Responsive →

Businesses urgently need to prepare for the influx of ‘pitiless machines’ into customer services, warns next-gen experience firm, Servion Global Solutions. As uptake of smart speakers and voice assistants continues apace, consumers are increasingly using them to shop for goods and services on their behalf, and for information and advice. Servion predicts by 2025, three quarters of customer service interactions will be driven by such platforms. Continue reading ‘Pitiless machines’ will kill your business if you don’t respond now, warns Servion →