Creative Virtual, a world leader in customer and employee engagement, knowledge management and self-service solutions, has published a new whitepaper, A Chatbot for Your Contact Centre, in celebration of Customer Service Week. Designed as a buyer’s guide for the contact centre, the complimentary whitepaper outlines industry best practices and provides questions to ask when selecting a conversational platform. Continue reading Creative Virtual Celebrates Customer Service Week with New Contact Centre Whitepaper
Category Archives: Guest Content
“Get the Balance Right” – Why Businesses Must Map the Customer Journey before they Roll-out New Channels
by Jeremy Payne, International VP Marketing, Enghouse Interactive… Continue reading “Get the Balance Right” – Why Businesses Must Map the Customer Journey before they Roll-out New Channels
Banks need to take the lead in addressing authorised push payments (APP) fraud, says Aspect Software
Recent figures compiled by banking industry group UK Finance have revealed that over £500 million was stolen from customers of British banks in the first half of 2018, of which £145 million was due to authorised push payment (APP) scams – referring to when people are duped into sending money to a fraudster’s account. Continue reading Banks need to take the lead in addressing authorised push payments (APP) fraud, says Aspect Software
Can we calm customer rage for good in 2019?
Despite the growing focus on Customer Experience, many organisations still fall short with their complaints handling procedures. Sarah Simon, Senior Director, CX Consulting at Confirmit discusses the unique potential that the call centre holds to turn customer dissatisfaction into positive, long term engagement. Continue reading Can we calm customer rage for good in 2019?
7 Steps to Smarter Scheduling in Contact Centres
From virtual teams to car pooling, running a contact centre today is complicated business but it doesn’t have to be that way. Nick Brook at Teleopti reveals 7 ways workforce management solutions hold the key to smarter, flexible scheduling… Continue reading 7 Steps to Smarter Scheduling in Contact Centres
Are you letting your customers slip away?
By Chris Robinson, CEO Yonder Digital Group… Continue reading Are you letting your customers slip away?