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
Category Archives: Guest Content
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
How to balance people and bots in your retail service experience
One of the greatest stumbling blocks for organisations is the transition from an AI-based interaction to live agent assistance. When done poorly, the effects ripple across both the customer and agent experience. But, when the right balance is achieved, and the two systems work in harmony, both the agent and customer experience are elevated. It’s important to thoughtfully consider the customer’s journey, in its entirety, and design the transitions with that full experience in mind. Continue reading How to balance people and bots in your retail service experience
DMA advice: GDPR – a training guide for contact centre agents
The GDPR / UK Data Protection Act is now in force, and this regulatory upheaval changes the way customers engage with brands. Continue reading DMA advice: GDPR – a training guide for contact centre agents
Optimising the workforce is about being open to the power of cloud technology, says Aspect Software
As organisations face an increasingly urgent need to make their workforces more productive, technology is often touted as a powerful enabler of greater efficiency and improved employee morale. While this is certainly true, this can only be effectively achieved if workers have access to tools that are optimised to the specific needs of the business and the people within it, and if these tools embrace the flexibility that modern business demands. This is according to Aspect Software. Continue reading Optimising the workforce is about being open to the power of cloud technology, says Aspect Software
Where does AI belong in the retail customer experience?
One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of your self-service offerings. A common mistake among AI implementations is a lack of review in existing self-service systems and a thoughtful plan to where artificial intelligence is the best solution. Continue reading Where does AI belong in the retail customer experience?