Artificial intelligence has the potential to transform the contact centre industry. Much of the conversation has centred on chatbots or virtual assistants that respond to text and speech, but this is just one aspect of the wide-ranging, permanent effect that machine learning combined with process automation will have on customer service. Machine learning algorithms learn from successes and mistakes in order to attain programmed goals. Continue reading The Emergence of Artificial Intelligence within Customer Service →

The rise of artificial intelligence and the disruption it’s initiating to all industries and individuals is a topic that cannot be escaped. Whilst some doubt over these technologies is present, the vast majority understand the impact it can have and one area where this is really being felt is in customer service operations, says Aspect Software. Continue reading Customer self-service trend continuing to grow, says Aspect Software →

According to Thomas Rodseth, VP of Product & Marketing at Puzzel, organisations that take data security seriously are halfway to being GDPR ready. They just need to take a closer look at their technology provider and ask the right questions… Continue reading Keep calm, it’s only GDPR! Seven questions to ask your technology provider →

Businesses must remember that customer experience is the driving force behind digital transformation says Richard McCrossan, Head of Digital EMEA, Genesys… Continue reading Customer service is still key to keeping industries alive →

Self-service has a greater role to play than simply reducing the number of voice calls into contact centres. Mashud Ahmed of Puzzel explains more… Continue reading Elevating the role of self-service – 8 Top Tips →