As the great multi-skilling debate continues, Tommy Palomäki of Teleopti outlines the challenges and offers three tips for scheduling multi-skilled agents… Continue reading Omni-Agents – Fact or Fiction →

By Graham Ede – CEO – Yonder Digital Group… In today’s customer experience arena, businesses cannot rely on a reactive service alone to beat competitors; superior customer service anticipates and pre-empts rather than waiting for the customer to get in touch. However what does this actually entail? A proactive approach can come across as obtrusive if customers feel they are being inundated with communications so there needs to be a focus on providing useful information and intelligent advice, providing extra value to customers. Continue reading Proactive & Pre-emptive vs Reactive & Responsive →

Businesses urgently need to prepare for the influx of ‘pitiless machines’ into customer services, warns next-gen experience firm, Servion Global Solutions. As uptake of smart speakers and voice assistants continues apace, consumers are increasingly using them to shop for goods and services on their behalf, and for information and advice. Servion predicts by 2025, three quarters of customer service interactions will be driven by such platforms. Continue reading ‘Pitiless machines’ will kill your business if you don’t respond now, warns Servion →

Future of Customer Service: a special report by Raconteur, published in The Times, delves into key issues which are shaping the customer service industry today and in the not-so-distant future. Continue reading Future of Customer Service Report 2018 Published in The Times’ Supplement; Raconteur →

New figures released by the British Retail Consortium (BRC) have revealed that like-for-like retail sales in the UK in April fell by 4.2 per cent year-on-year. Alongside this, total sales in the same period were down 3.1 per cent, representing the sharpest fall since the BRC started collecting data 23 years ago. Continue reading Plummeting retail figures reflect critical need for better omnichannel customer experience, says Aspect Software →

In today’s super-connected world, products are easy to find so how do you stand out from the crowd? Three Rules to help your contact centre deliver a “wow factor” from Cecilia Tengborn at Teleopti… Continue reading The Wow Factor – does it really matter? →