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3 Lessons in Enhancing Customer Experience from a Leading UK Water Provider

Posted by Tony Dolan on 12-Dec-2018 07:05:00

We’re in the midst of the Age of the Customer, when it has never been easier for consumers to research their own options and compare prices.

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Topics: Customer Experience

How a Global Fortune 500 Energy Company Consistently Delivers World-Class Customer Experience

Posted by Tony Dolan on 05-Dec-2018 11:43:39

Today's customer wants to be treated like a person, not a number. But delivering seamless customer experience (CX) at scale typically presents a significant challenge for global corporate enterprises. Multiple teams serving different business areas often bring consistency into question, which suites of disparate tools and processes only complicate. Business leaders keen to drive customer retention and increase advocacy must look to bring all their teams and CX technologies into alignment.

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Topics: Customer Experience

Why Your Business Needs Unified Communications

Posted by Tony Dolan on 20-Nov-2018 12:12:31

Many of us can remember a time when email and instant messaging were revolutionising workplaces around the world. The ability to send a message to someone in another office or another country was remarkable. However, we’ve come a long way since that moment. Instant, digital communication has become the norm. And while it’s much better than what we had before, the limited integration among the different systems we use, combined with a lack of user-friendly interfaces, means that we’re still wasting a lot of time, making us less efficient and less productive. 

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Topics: Unified Communications

Should your Contact Centre join the Cloud?

Posted by Martin Cross on 02-Nov-2018 11:39:14

In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient, scalable, and flexible technology. Many would have you believe there are only two contenders: the Cloud Contact Centre (Contact Centre as a Service (CCaaS)), and the more conventional Contact Centre Infrastructure (CCI). The reality, however, is much more complex. 

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Topics: Contact Centre, Cloud

What is Digital Transformation?

Posted by Tony Dolan on 29-Oct-2018 11:11:21

We now live in a world where our fridges can order food, our wearables can track and analyse our exercise habits, and we can receive updates about important events right as they’re happening. These developments are part of the customer service digital transformation, and it’s important you find a way to make use of the best technologies available to improve customer experience and maximise efficiency.

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Topics: Digital Transformation, Customer Experience

Leveraging the AWS AI Stack

Posted by Asad Chagtai on 09-Oct-2018 12:32:31

Artificial Intelligence (AI) is a term we are hearing more and more these days. Whether you believe it will ‘take our jobs’ or not (I personally believe it will change our jobs!), it will surely play an ever-growing role in the future of IT and computing.

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Topics: Contact Centre, Digital Transformation

How to Improve Customer Satisfaction with Self-Service

Posted by Martin Cross on 03-Oct-2018 13:44:37

There is a good reason why self-service is popular with businesses; this is cost. Live agents are often the most costly ingredient in the contact centre. Any technology which reduces the demand for agents will reduce your overall cost of delivery.

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Topics: Contact Centre, Customer Experience

6 Best Uses for Chatbots in a Contact Centre

Posted by Martin Cross on 17-Sep-2018 12:53:24

The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they are here to steal contact centre jobs. In reality, they should be seen for what they are: making your life easier.

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Topics: Contact Centre, Customer Experience

3 Steps to Deliver Contact Centre Transformation

Posted by Martin Cross on 04-Sep-2018 09:14:51

The role of the contact centre is evolving at a rapid rate. As a result, the capability of the underlying technology must evolve to meet that. By taking an evolutionary approach to Contact Centre transformation, you can deliver it quicker, more completely and with less cost compared to a “replacement” approach.

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Topics: Customer Experience

How the Internet of Things Will Change the Contact Centre

Posted by Mark King on 17-Aug-2018 11:07:22

"Alexa, play some relaxing music."

Conversations with IoT devices are becoming the norm in most homes. Many of us are coming to rely on them more and more. But what does it mean for contact centres? In this article, I will look at:

  • What IoT is and how it's affecting businesses
  • How that translates to contact centres (CX, automation, personalisation)
  • Examples of how IoT works in practice
  • Future trends to be aware of
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Topics: Customer Experience