By Paul Jarman, CEO NICE inContact… Continue reading Is your contact centre missing the latest evolution of Cloud Computing?
Category Archives: Guest Content
We’re in danger of losing our softer side of customer service
Neil Hammerton, CEO, Natterbox… Continue reading We’re in danger of losing our softer side of customer service
The future of the contact centre – genuine omnichannel engagement
We are all familiar with contact centres; they are the places we call when we feel unhappy with, confused or annoyed by a brand, or when we need information about a product or service. Recently, technology has given us more ways than ever to contact these helpful people — even if those ‘people’ are sometimes robots — with the advent of chatbots, web chat and e-mail. Continue reading The future of the contact centre – genuine omnichannel engagement
How Disconnected Systems are Destroying the Customer Experience
When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX). Research supports that organisations increasingly acknowledge that the CX is an important competitive differentiator and it must be leveraged at all available opportunities. One of the most important places to ensure that people, processes, and technologies align with customer experience strategy is in the contact centre. That warrants asking, is the contact centre ready to handle the needs and expectations of the modern consumer? Continue reading How Disconnected Systems are Destroying the Customer Experience
Three ways to leverage Workforce Management and drive ROI
When properly utilized, few contact centre software platforms can outperform Workforce Management in terms of ROI whilst simultaneously improving customer experience. Ben Willmott of Teleopti explains how to leverage the latest workforce management (WFM) solutions and make quick-and-easy wins to maximize your return on investment (ROI) Continue reading Three ways to leverage Workforce Management and drive ROI
The Future of Customer Engagement Begins with Smarter Technology
Not too long ago, providing customer support via social media, live chat, or mobile channels would have been considered as going above and beyond. But this isn’t the case anymore – it’s now the norm and businesses of all sizes are expected to rise to the occasion. Research from Gartner suggests that companies to who to fail to respond to customers via social channels can incur a 15% increase in their customer churn rate. Continue reading The Future of Customer Engagement Begins with Smarter Technology