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

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

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

The Wild West in our Unified Communications and Contact Centre round-up.

Posted by UCeyeComment on 28-Oct-2016 15:53:30

There’s certainly a Wild West element to this space, and that opens the door for new players to make their marks, and bring even more disruption to the cadre of UC players we’re so familiar with.

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Topics: Telephony, Customer Experience, Unified Communications, Voice Biometrics, Contact Centre, Digital Transformation

Multi Media is key to a better Customer Experience

Posted by admin on 27-Nov-2013 09:40:20

Multi- Media Capabilities now key to build a better customer experience – and all sizes of company can benefit…..

One of the consequences of contact centres (or call centres) moving to an IP-based infrastructure is that the call centre software and its operation falls clearly within the responsibility of IT.

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Topics: Unified Communications, News, Customer Experience, Contact Centre