For those organisations that still see Artificial Intelligence (AI) as an emerging technology that they probably don’t have to start thinking about yet, customer contact technology specialist Sabio has a wake-up call: AI is here already and busy powering many of the best practice customer journeys. Continue reading AI isn’t for the future – it’s here today and already transforming customer engagement
Category Archives: Guest Content
Five Top Tips for a Successful Self-Service Strategy
When it comes to reaping the full benefits of self-service, it is about planning and a well thought-out strategy. Annica Ronquist, Head of Global Customer Operations and Services at Teleopti, outlines 5 top tips for self-service success… Continue reading Five Top Tips for a Successful Self-Service Strategy
It’s all about data: the use of analytics in the cloud contact centre
Guest Post by Dean Manzoori, Vice President of Product Management for UCaaS, Masergy… Continue reading It’s all about data: the use of analytics in the cloud contact centre
Customer service and keeping it real
BLOG: If planet Earth had been created one year ago, the human species would be just ten minutes old. Putting this into context, the industrial era would have kick-started a mere two seconds ago. Thanks to human influence, the pace of technological advancement on Earth is astonishing. However, we are already on the verge of the next change. Continue reading Customer service and keeping it real
Integrating AI technology alongside your contact centre workforce
The number of predictions and speculations about Artificial Intelligence (AI) replacing human workers in the contact centre is countless. But what percentage of truth is actually held in these? Susannah Richardson, mplsystems’ Market Research Director, explains that while there is weighting behind such statements, it is important to contextualise technology advancements within the customer service sector. Continue reading Integrating AI technology alongside your contact centre workforce
Customer engagement practices that will dramatically improve your business
Everyone agrees that customer experience is the new marketing, but exactly how do you measure customer engagement and success in this digitally transformed world? Andy Moore, Marketing Director of Opinion8, looks at how the best performing companies actively seek out the opinions of customers and take action on those findings… Continue reading Customer engagement practices that will dramatically improve your business