Interesting times are ahead as contact centres cut through the jargon, dispel the myths and embrace new AI technology to serve customers and agents. Colin Hay at Puzzel takes a closer look at the top three uses for Chatbots… Continue reading What role will Chatbots play in 2020?
Category Archives: Guest Content
PCI-PAL and Verizon collaborate on Whitepaper
PCI-PAL PLC, a secure payments provider to contact centres, is pleased to announce the release of a co-authored whitepaper with Verizon to examine and address the challenges in achieving Payment Card Industry Data Security Standard (‘PCI DSS’) compliance in contact centre environments. Continue reading PCI-PAL and Verizon collaborate on Whitepaper
Blending Talent & Technology: Evolving Customer Care For The Millennial Generation
The first Directors Club breakfast briefing seminar of 2019, in partnership with TTEC, saw Simon Rainbow (VP at TTEC) look at how you can blend talent and technology within the evolving customer care space, specifically to support the millennial generation… Continue reading Blending Talent & Technology: Evolving Customer Care For The Millennial Generation
The whole organisation is a customer service centre
Customer experience is today’s number one USP and it’s revolutionizing the way we do business. While the contact centre remains the catalyst for service excellence, every single department must play its part. Rob Clarke at Teleopti sheds light on a few golden rules for corporate-wide customer service… Continue reading The whole organisation is a customer service centre
Making light work of digital channels – 7 tips for social customer service
In the second blog of this new series, Colin Hay explores the rise of social media in contact centres. He discusses 7 ways cloud technology can help to deliver outstanding social customer service… Continue reading Making light work of digital channels – 7 tips for social customer service
Essex County Fire & Rescue Service streamline service and champion collaboration using Cherwell Software
Martin Chester, Service Delivery Manager at Essex County Fire and Rescue Service describes how his team successfully implemented a self-service portal to reduce calls into the service desk by 10% and install a powerful new change management process, with the help of Cherwell Software… Continue reading Essex County Fire & Rescue Service streamline service and champion collaboration using Cherwell Software