‘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
Category Archives: Guest Content
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
The art of the possible in personalised service
By Hilla Karni, VP Product Marketing, ClickSoftware… When it comes to personalisation in customer service, many organisations are falling short of expectations. According to the 2016 Aspect Consumer Experience Index, 58% of surveyed participants feel underappreciated by the organisations they do business with. Even more worryingly, HuffPost reported that 49% of consumers stopped buying from at least one company in the previous 12 months. Customers are not satisfied with the service that is being provided, and businesses need to adapt or risk losing them. Continue reading The art of the possible in personalised service
Customer Service in the Next 5 Years – It’s all about Value and Experience
Customer experience to be a key differentiator: Five ways to ensure exceptional customer service from Ben Willmott at Teleopti… Continue reading Customer Service in the Next 5 Years – It’s all about Value and Experience