Integrated automation: How AI is reshaping customer interactions in contact centres By embracing AI customer service…
Category: – Articles
Why Customer Experience Matters and How to Improve It?
Why Customer Experience Matters and How to Improve It? Customer experience, or CX, can be defined…
The Starbucks Effect in Customer Service
The Starbucks Effect in Customer Service – Can the contact centre learn from the Coffee giant…
Agent Empowerment is key to achieving CX Excellence
Why contact centre agent empowerment is key to achieving customer service excellence Agent empowerment is vital…
2024: A Year of Experimentation in the Contact Centre Industry
2024 Vision: A Year of Experimentation, Data Insights, and Cloud Challenges in the Contact Centre Industry…
How Low CSAT is Eroding your Brand & Revenue
The silent revolt: how low CSAT is silently eroding your brand and revenue (and what to…
2024’s Top Contact Centre Tech Trend Predictions
2024’s top contact centre tech trend predictions – and the drivers behind them This time last…
From Risky to Business-Ready: 2024 AI Trends & Predictions
Quite possibly one of the biggest topics in technology over the last year – Artificial Intelligence…
Consumers Demand More Accessible Phone Numbers from Banks
One in Four Consumers Demand More Accessible Customer Service Phone Numbers from Banks, Research Finds The…
How Generative AI Is Empowering Not Replacing Agents
Navigating the Future: How Generative AI Is Empowering Not Replacing contact centre Agents Robert Mansfield, CTO…
The Importance of Tone in Artificial Intelligence: A missed opportunity
The importance of tone in artificial intelligence: A missed opportunity Anders Hvelplund, SVP, Jabra It’s no…
Brits Prefer Traditional Phone Calls to Emails for Customer Support
New Research Reveals Brits Prefer Traditional Phone Calls to Emails for Customer Support in contact centres…
The Benefits of Personalisation in CX in your Contact Centre
The benefits of personalisation in CX in your contact centre The customer experience is pivotal to…
Meeting CX Demand During The Holiday Shopping Season
Meeting CX Demand During The Holiday Shopping Season in the contact centre – Martin Taylor, Co-Founder…
The Great AI Paradox for Contact Centre Agents
The Great AI Paradox for Contact Centre Agents – Artificial Intelligence is on the rise and…
From Words to Intent – How NLU Transforms Customer Interactions
From words to intent – how Natural Language Processing (NLP) transforms utilities’ customer interactions Customer trust…
(How) will ChatGPT revolutionise CX within the Contact Centre?
(How) will ChatGPT revolutionise CX within the Contact Centre? Could the recent emergence of ChatGPT provide…
Optimising & Automating with Call Intent: Key to an Optimal CX
Optimising and automating with call intent: the key to an optimal customer experience To deliver a…
Providing Reliable Experiences in Challenging Times
Providing Reliable Experiences in Challenging Times – Martin Taylor, Co-Founder and Deputy CEO, Content Guru discusses…