New EU regulations affecting electronic payments are about to impact UK consumers. But what will PSD2 and SCA mean for merchants — and what do they need to know? Continue reading PSD2 & SCA: What do we need to know, right now?
Category Archives: Blog
Avoiding AI Adoption Mistakes
Many analysts are making predictions on the adoption of artificial intelligence, messaging apps, and the convergence of the two in customer service and support environments. These projections have many contact centre leaders wondering what they should, and shouldn’t, be focused on when it comes to AI adoption in the coming years. What about AI is hype? And, where is it a sustainable, effective solution for improving the customer experience? Continue reading Avoiding AI Adoption Mistakes
Why Agent Engagement Hinges on Tool Effectiveness
If organisations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates a significant connection between an agent’s level of engagement and satisfaction and their ability to provide a positive customer experience. A study by Ventana Research found that a very satisfied agent is twice as likely as one less satisfied to meet key performance metrics such as average handling time, customer satisfaction scores, and first-contact resolution rates. Continue reading Why Agent Engagement Hinges on Tool Effectiveness
How Disconnected Systems are Destroying the Customer Experience
When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX). Research supports that organisations increasingly acknowledge that the CX is an important competitive differentiator and it must be leveraged at all available opportunities. One of the most important places to ensure that people, processes, and technologies align with customer experience strategy is in the contact centre. That warrants asking, is the contact centre ready to handle the needs and expectations of the modern consumer? Continue reading How Disconnected Systems are Destroying the Customer Experience
Three ways to leverage Workforce Management and drive ROI
When properly utilized, few contact centre software platforms can outperform Workforce Management in terms of ROI whilst simultaneously improving customer experience. Ben Willmott of Teleopti explains how to leverage the latest workforce management (WFM) solutions and make quick-and-easy wins to maximize your return on investment (ROI) Continue reading Three ways to leverage Workforce Management and drive ROI
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
Out with the old, in with the new – 5 old habits to consign to history
According to Jeremy Hamill-Keays, old habits are hard to break and the use of technology is no different. Here, he recommends 5 approaches to contact center management that can be consigned to history… Continue reading Out with the old, in with the new – 5 old habits to consign to history
10 questions to ask before your company adds a chatbot
The chatbot boom began in earnest one year ago, when the most popular messaging platform launched its newest gamble: Facebook Messenger Bots. However, the origin of chatbots dates back to the 60s, when the first chatbot, Eliza, was created. Since then, bots have been used in the customer service arena. But this Facebook launch was really when chatbots began to proliferate across the internet. Continue reading 10 questions to ask before your company adds a chatbot
Create Seamless, End-to-End Customer Support Experiences
Over the years, companies have invested millions in their contact centres to provide support to customers calling to purchase, enquire, complain, apply or seek assistance. Traditionally, this has been the ‘tried-and-tested’ option as companies continued to invest in their contact center in order to build their customer support capability. But as customers have moved to digital channels, this approach is no longer enabling organizations to meet their customers’ expectations. Continue reading Create Seamless, End-to-End Customer Support Experiences
AI isn’t for the future – it’s here today and already transforming customer engagement
For those organisations that still see Artificial Intelligence (AI) as an emerging technology that they probably don’t have to start thinking about yet, customer contact technology specialist Sabio has a wake-up call: AI is here already and busy powering many of the best practice customer journeys. Continue reading AI isn’t for the future – it’s here today and already transforming customer engagement
Five Top Tips for a Successful Self-Service Strategy
When it comes to reaping the full benefits of self-service, it is about planning and a well thought-out strategy. Annica Ronquist, Head of Global Customer Operations and Services at Teleopti, outlines 5 top tips for self-service success… Continue reading Five Top Tips for a Successful Self-Service Strategy
Customer service and keeping it real
BLOG: If planet Earth had been created one year ago, the human species would be just ten minutes old. Putting this into context, the industrial era would have kick-started a mere two seconds ago. Thanks to human influence, the pace of technological advancement on Earth is astonishing. However, we are already on the verge of the next change. Continue reading Customer service and keeping it real
Integrating AI technology alongside your contact centre workforce
The number of predictions and speculations about Artificial Intelligence (AI) replacing human workers in the contact centre is countless. But what percentage of truth is actually held in these? Susannah Richardson, mplsystems’ Market Research Director, explains that while there is weighting behind such statements, it is important to contextualise technology advancements within the customer service sector. Continue reading Integrating AI technology alongside your contact centre workforce
The End of the Call Centre? ResQ hail Ofcom clampdown as ‘gamechanger’
BLOG: It’s a decision that some say could destroy the outbound centre as we know it. Now, the CEO of ResQ, a leading UK telemarketing agency, has welcomed Ofcom’s clampdown on calls that cause ‘consumer harm’. Continue reading The End of the Call Centre? ResQ hail Ofcom clampdown as ‘gamechanger’
AI, Automation and Robotics
Huge strides are being made in artificial intelligence, and every day advances in areas such as machine learning, automation, problem solving and voice recognition add new abilities to the technology around us. Continue reading AI, Automation and Robotics