Many organisations want to provide an omnichannel experience, but few are actually doing it well consistently. If you’re a contact centre leader who’s been challenged with leading the omnichannel charge, you’re probably wondering what it takes to make, or break, a successful program. More importantly, what are the components necessary for getting it right? Continue reading The Foundational Pillars of Omnichannel Success
Category Archives: Guest Post
What customers want
Customers are the lifeblood of every organisation so getting the customer experience right is vital. Every company aims to exceed service expectations but to achieve this it’s important to understand what customers want and expect. Sundeep Boughan at Puzzel takes a closer look… Continue reading What customers want
Is your contact centre missing the latest evolution of Cloud Computing?
We’re in danger of losing our softer side of customer service
Neil Hammerton, CEO, Natterbox… Continue reading We’re in danger of losing our softer side of customer service
The future of the contact centre – genuine omnichannel engagement
We are all familiar with contact centres; they are the places we call when we feel unhappy with, confused or annoyed by a brand, or when we need information about a product or service. Recently, technology has given us more ways than ever to contact these helpful people — even if those ‘people’ are sometimes robots — with the advent of chatbots, web chat and e-mail. Continue reading The future of the contact centre – genuine omnichannel engagement
The Future of Customer Engagement Begins with Smarter Technology
Not too long ago, providing customer support via social media, live chat, or mobile channels would have been considered as going above and beyond. But this isn’t the case anymore – it’s now the norm and businesses of all sizes are expected to rise to the occasion. Research from Gartner suggests that companies to who to fail to respond to customers via social channels can incur a 15% increase in their customer churn rate. Continue reading The Future of Customer Engagement Begins with Smarter Technology