Contact Centre adoption and support for first generation digital channels such as Email and Web Chat, including video chat and co-browsing is growing rapidly. Continue reading The Innovator’s Guide to the Digital-First Contact Centre
Category Archives: Guest Content
Mastering the art of cost-saving in customer service
As lockdown continues to ease, it pays to keep an eye on the pennies. Thomas Rødseth at Puzzel outlines 5 ways to achieve all-round efficiencies in customer service… Continue reading Mastering the art of cost-saving in customer service
AI to the rescue: first aid for busy contact centres in local government
Can Artificial Intelligence (AI) really deflect calls away from the contact centre? This is the question many local government organisations are asking as they strive to serve the community at reduced cost. Henry Jinman of EBI.AI outlines 7 reasons why conversational AI holds the answer. Continue reading AI to the rescue: first aid for busy contact centres in local government
Jumpstarting the Hyperautomation Journey with Intelligent Automation
Gartner calls ‘hyperautomation’ the most important of the top 10 strategic technology trends for 2020. Is it worth the hype? The short answer is, “Yes.” Continue reading Jumpstarting the Hyperautomation Journey with Intelligent Automation
3 ways to embrace the evolving world of remote work
Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions. Continue reading 3 ways to embrace the evolving world of remote work
5 reasons to implement integrated email ticketing in contact centres
Jamie MacSween of Puzzel shares his thoughts on the consumer switch to email, and why it has become more important in contact centres, as well as how to use automated ticketing to resolve a sharp influx of customer enquiries… Continue reading 5 reasons to implement integrated email ticketing in contact centres
Next-level CX: the power of digital-first communication
Today’s digital world offers consumers more methods of communication than ever before. Driven by millennials and generation Z, the likes of text, messaging apps and other forms of social media are reshaping the way people maintain interpersonal relationships and communicate with their friends and family around the world. Continue reading Next-level CX: the power of digital-first communication
Artificial Intelligence: 3 benefits for the insurance industry
As the insurance sector competes to win market share, Henry Jinman at EBI.AI discusses three ways companies can benefit from the power of Artificial Intelligence… Continue reading Artificial Intelligence: 3 benefits for the insurance industry
Remote onboarding – 5 Steps to Success
Recruiting and onboarding new staff in line with social distancing is uncharted territory, but using cloud contact centre solutions can get you off to a good start. Thomas Rødseth of Puzzel and John Bhairoo of Black & White Recruitment share a five-point plan for success… Continue reading Remote onboarding – 5 Steps to Success
Gartner Identifies 10 Ways for Customer Service and Support Leaders to Quickly Improve Digital and Self-Service Effectiveness
During times of crisis, such as COVID-19, there are 10 digital and self-service tactics customer service and support leaders can implement to quickly lower operating costs, improve effectiveness and reduce contact volume and expenses, according to Gartner, Inc. Continue reading Gartner Identifies 10 Ways for Customer Service and Support Leaders to Quickly Improve Digital and Self-Service Effectiveness
PCI DSS: the forgotten superhero
14th July 2020: As millions of pounds are lost to Coronavirus scams, the Payment Card Industry Data Security Standard (PCI DSS) is enjoying a well-earned revival. Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments… Continue reading PCI DSS: the forgotten superhero
Guide: Business Continuity & Disaster Recovery in the Contact Centre
13th July 2020: Disasters and their effects on contact centres can come without warning and impact your company’s image and bottom line. If you haven’t implemented a disaster recovery or business continuity plan, your contact centre platform might not have the scalability and flexibility needed to respond to the situation. Continue reading Guide: Business Continuity & Disaster Recovery in the Contact Centre
How AI can help deliver an improved Customer Experience in your Contact Centre
Some of the most innovative AI tools such as chatbots can revolutionise your contact centre, but where do you start? Stay focused, educate agents and make technology the strategic enabler. Thomas Rødseth at Puzzel shares his 3-point plan for kickstarting your own AI revolution… Continue reading How AI can help deliver an improved Customer Experience in your Contact Centre
How To Manage A Gradual Return To The Office With Workforce Planning
Guest Post by Scott Budding, Workforce & Process Optimisation Manager at Business Systems UK Ltd… Continue reading How To Manage A Gradual Return To The Office With Workforce Planning
Contact Centre scheduling efficiency: time to try something new?
Managing your contact centre capacity while adjusting to increased home working and customer demand is a balancing act. Scheduling techniques such as the Puzzel optimal net staffing approach and using cloud workforce management solutions can tip the scales in your favour. Continue reading Contact Centre scheduling efficiency: time to try something new?