The contact center has gone through myriad shifts in focus over its tenure. In the early days of customer service, the call center – later dubbed contact center – was viewed as a cost center and not the customer engagement hub that it has developed into today. Initially, the key focal point for businesses was increasing operational efficiencies. Continue reading Deploying Robotic Process Automation in Contact Centers Improves Customer Engagement and Business Workflows
Category Archives: Guest Content
A culture of employee engagement – there’s more to it than just happy employees
Colin Hay at Puzzel suggests that there’s more to employee engagement than just creating ‘happy’ or ‘satisfied’ employees… It’s often claimed that engaged employees are generally considered to have a greater emotional commitment to their organisations than disengaged employees. They are also said to care more about what they do, where they work, and whether their organisations are successful in meeting key business goals. Continue reading A culture of employee engagement – there’s more to it than just happy employees
Grouping Activities in the Contact Centre
‘Grouping activities’, a feature of the unified agent desktop, plays an important role in saving the company money, time and embarrassment. Read below to find out what it is, what it does and how you can benefit from its employment in your software. Continue reading Grouping Activities in the Contact Centre
Customer journey mapping – what’s all the fuss about?
Five mistakes to avoid from Thomas Rødseth at Puzzel… At first glance, customer journeys are pretty simple. You offer something and a customer buys it but delve a little deeper and customer journeys can be quite complex. Today, customers engage with your business in a multitude of ways and from many different starting points, for example, marketing, referrals, search, social media, customer service enquiries and above-the-line campaigns. Continue reading Customer journey mapping – what’s all the fuss about?
10 questions to ask before your company adds a chatbot
The chatbot boom began in earnest one year ago, when the most popular messaging platform launched its newest gamble: Facebook Messenger Bots. However, the origin of chatbots dates back to the 60s, when the first chatbot, Eliza, was created. Since then, bots have been used in the customer service arena. But this Facebook launch was really when chatbots began to proliferate across the internet. Continue reading 10 questions to ask before your company adds a chatbot
Smart meters means smarter security
As the government continues its rollout of smart meters across Great Britain, Matthew Bryars, Co-Founder and CEO at Aeriandi, discusses the potential impact they will have on energy companies’ contact centres, and the steps that must be taken to ensure the guidelines of PCI DSS are adhered to… Continue reading Smart meters means smarter security