One of the greatest stumbling blocks for organisations is the transition from an AI-based interaction to live agent assistance. When done poorly, the effects ripple across both the customer and agent experience. But, when the right balance is achieved, and the two systems work in harmony, both the agent and customer experience are elevated. It’s important to thoughtfully consider the customer’s journey, in its entirety, and design the transitions with that full experience in mind. Continue reading How to balance people and bots in your retail service experience →

As organisations face an increasingly urgent need to make their workforces more productive, technology is often touted as a powerful enabler of greater efficiency and improved employee morale. While this is certainly true, this can only be effectively achieved if workers have access to tools that are optimised to the specific needs of the business and the people within it, and if these tools embrace the flexibility that modern business demands. This is according to Aspect Software. Continue reading Optimising the workforce is about being open to the power of cloud technology, says Aspect Software →

One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of your self-service offerings. A common mistake among AI implementations is a lack of review in existing self-service systems and a thoughtful plan to where artificial intelligence is the best solution. Continue reading Where does AI belong in the retail customer experience? →

While there is a growing need to record mobile calls, non-compliance of General Data Protection Regulation (‘GDPR’) could lead to substantial fines. Resilient plc is pleased to announce a new eBook to help guide organisations around the challenge. Continue reading Call recording and GDPR: a UK legal perspective →

Robotic Process Automation (RPA) is making waves with predictions ranging from the overkill that we are seeing the end of jobs as we know it, all the way through to businesses can expect a productivity revolution. Continue reading Cobotics: the future of work is a blended mix of the human and the bot →

Anxieties over automation are reaching new heights, with new figures from the Organisation for Economic Cooperation and Development (OECD) showing that 46 per cent of jobs are likely to be “significantly affected” over the next 20 years. But organisations looking to digitally transform should not forget about the needs of their employees, as human engagement will always remain an instrumental part of business. Continue reading Up-skilling workers is as important as updating technologies, says Aspect Software →