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?
Category Archives: Guest Content
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
Eight Tips to Minimize Customer Effort and Maximize Customer Satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Teleopti shares his eight top tips for reducing customer effort in contact centres… Continue reading Eight Tips to Minimize Customer Effort and Maximize Customer Satisfaction
The Foundational Pillars of Omnichannel Success
Many organisations want to provide an omnichannel experience, but few are actually doing it well consistently. If you’re a contact centre leader who’s been challenged with leading the omnichannel charge, you’re probably wondering what it takes to make, or break, a successful program. More importantly, what are the components necessary for getting it right? Continue reading The Foundational Pillars of Omnichannel Success