The worldwide director of J Walter Thompson’s Innovation Group, Lucie Greene, famously referred to Gen Z or Gen Zers as “millennials on steroids”[i]. Born in the late 1990s to the 2010s, this Snapchat, Smartphone generation are the first true digital natives (having never known a world without the Internet) and they are about to enter the workforce. Continue reading Introducing Gen Z – “Millennials on Steroids”
Category Archives: Guest Content
Five Top Tips for Optimising the Use of Active Listening in the Contact Centre
Active listening in the contact centre is about agents fully concentrating on what is really being said in any interaction with a customer or a prospect, rather than just passively ‘hearing’ the message of the caller. It’s about remaining silent when the customer is speaking and not interrupting but then positively acknowledging what the customer has said. It avoids the pitfalls of advisors jumping to conclusions. Continue reading Five Top Tips for Optimising the Use of Active Listening in the Contact Centre
Has Intelligent Assistance Entered the Trough of Disillusionment?
A few weeks ago, Gartner revealed a pretty stunning prediction: by 2020, 40% of bots and virtual assistants launched in 2018 will have been abandoned. This development was actually pretty predictable. Core technologies to build intelligent assistants have matured rapidly and are widely available. Continue reading Has Intelligent Assistance Entered the Trough of Disillusionment?
Cross-Functional Cooperation is the Key to AI Success
When you ask customers what they want from their experiences with your organisation, simplicity and ease top their list. Furthermore, they want to know that they can trust whomever is providing them with service. For those reasons, customers may respond negatively when they realise that a machine, not a human, is providing them with service. Continue reading Cross-Functional Cooperation is the Key to AI Success
Insight 2018: Q&A with Ed Creasey, Consulting Director, EMEA at NICE Ltd
Read our Q&A with Ed Creasey, Consulting Director, EMEA at NICE Ltd… Continue reading Insight 2018: Q&A with Ed Creasey, Consulting Director, EMEA at NICE Ltd
Insight 2018: Q&A with Todd Carothers, SVP at Counterpath
Read our Q&A with Todd Carothers, SVP at Counterpath… Continue reading Insight 2018: Q&A with Todd Carothers, SVP at Counterpath