Dick Bucci, principal consultant at Pelorus Associates, explores eight ways to retain top employees by humanizing the workplace in an eBook in association with workforce management company Teleopti… Continue reading Top Employees: Hold on to what you’ve got
Category Archives: Guest Content
How intermediaries can own more of the customer relationship
Geoff Land of Infinity CCS looks at how creating more touchpoints with customers can help intermediaries in the energy sector to boost sales and retain customers… Continue reading How intermediaries can own more of the customer relationship
Why have humans who sound like robots?
Emotional intelligence is a vital element to understanding customer needs, Colin Hay VP Sales at Puzzel, explains how contact centres that blend technology with the human touch will reap rewards in the digital age… Continue reading Why have humans who sound like robots?
Avoiding AI Adoption Mistakes
Many analysts are making predictions on the adoption of artificial intelligence, messaging apps, and the convergence of the two in customer service and support environments. These projections have many contact centre leaders wondering what they should, and shouldn’t, be focused on when it comes to AI adoption in the coming years. What about AI is hype? And, where is it a sustainable, effective solution for improving the customer experience? Continue reading Avoiding AI Adoption Mistakes
Lack of clarity from regulators is hampering moves to make strong customer authentication a reality, says Aspect
As the second Payment Services Directive continues its rollout, regulations making it obligatory for organisations to implement strong customer authentication (SCA) in online payments will come into force on September 19th this year. Despite the proximity of this new requirement, regulators have still not made clear what the most effective way to implement SCA is, in a way that does not compromise on customer convenience. Continue reading Lack of clarity from regulators is hampering moves to make strong customer authentication a reality, says Aspect
Make your CX stand out from the crowd
Loyalty and satisfaction go hand in hand; you won’t have loyal customers unless they’re satisfied with your level of customer service. In a time when competition levels are rocketing, it’s hard for brands to stand out from the masses, but focusing on making your customer experience unique is a sure-fire way to get a step ahead. Continue reading Make your CX stand out from the crowd