Future of Customer Service: a special report by Raconteur, published in The Times, delves into key issues which are shaping the customer service industry today and in the not-so-distant future. Continue reading Future of Customer Service Report 2018 Published in The Times’ Supplement; Raconteur →

New figures released by the British Retail Consortium (BRC) have revealed that like-for-like retail sales in the UK in April fell by 4.2 per cent year-on-year. Alongside this, total sales in the same period were down 3.1 per cent, representing the sharpest fall since the BRC started collecting data 23 years ago. Continue reading Plummeting retail figures reflect critical need for better omnichannel customer experience, says Aspect Software →

In today’s super-connected world, products are easy to find so how do you stand out from the crowd? Three Rules to help your contact centre deliver a “wow factor” from Cecilia Tengborn at Teleopti… Continue reading The Wow Factor – does it really matter? →

While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organisation should take great care to ensure that the use of AI is complementary to their existing customer experience and aligns with both the customer’s and agent’s expectations. Continue reading Finding the Perfect Balance of AI and Agent-Assisted Service →