As new technologies and changing compliance requirements transform customer interactions, a blended approach to customer service is critical, says Colin Hay at Puzzel. In the first of his ‘people, process and technology’ blog series, he explains more… Continue reading Delivering an exceptional customer experience through people, process and technology – a three point plan →

WH Smith published its third quarter earnings after it was voted worst shop on the high street by Which? 5 years in a row for its poor service, high prices and untidy shops. According to Intelenet Global Services in this fast-paced, hypercompetitive retail environment, customers expect a single brand experience across all channels. Continue reading British Icon WH Smith feels the expensive price to pay for poor customer experience →

Quality assurance (QA) is an essential process within any business, but did you know it’s also the key to creating a culture of good governance? Martin Ellingham, Senior Product Manager for Aptean Respond, explains why… Continue reading How to create a culture of good governance through QA →

Artificial intelligence has the potential to transform the contact centre industry. Much of the conversation has centred on chatbots or virtual assistants that respond to text and speech, but this is just one aspect of the wide-ranging, permanent effect that machine learning combined with process automation will have on customer service. Machine learning algorithms learn from successes and mistakes in order to attain programmed goals. Continue reading The Emergence of Artificial Intelligence within Customer Service →

The rise of artificial intelligence and the disruption it’s initiating to all industries and individuals is a topic that cannot be escaped. Whilst some doubt over these technologies is present, the vast majority understand the impact it can have and one area where this is really being felt is in customer service operations, says Aspect Software. Continue reading Customer self-service trend continuing to grow, says Aspect Software →

According to Thomas Rodseth, VP of Product & Marketing at Puzzel, organisations that take data security seriously are halfway to being GDPR ready. They just need to take a closer look at their technology provider and ask the right questions… Continue reading Keep calm, it’s only GDPR! Seven questions to ask your technology provider →