Navigating the Future: How Generative AI Is Empowering Not Replacing contact centre Agents Robert Mansfield, CTO…
Category: – Articles
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…
Beyond Metrics – Unveiling the Complexity of Customer Expectations
In a rapidly shifting landscape driven by digital transformation and omnichannel experiences, the challenge of understanding…
Compassion, the beating heart of contact centres
Compassion, the beating heart of contact centres – Philip Rushton Director of Contact Centre Business Development at…
How AI can Improve Contact Centre Customer Satisfaction
How AI can improve contact centre customer satisfaction – Alex Croucher, founder and intelligent automation director…
How Embracing Collaboration can help local Councils Achieve Digital Autonomy
Better together: How embracing collaboration can help local councils achieve digital autonomy By Mark Gannon, Director…
A Common-Sense Approach to Employee Engagement
A Common-Sense Approach to Employee Engagement within the contact centre – The message from Dave Hoekstra…
Empowering Contact Centre Agents with AI & Automation
The rapid advancements in artificial intelligence (AI) and automation technologies have transformed various industries and the…
Empowering Tomorrow’s Payments: Adapting to ‘Consumer Duty’ Legislation
Empowering Tomorrow’s Payments: Adapting to ‘Consumer Duty’ Legislation within your contact centre with PCI Pal As…
Consumer Duty: Common Sense for Contact Centres
Consumer Duty: common sense for contact centres When we talk to operations, customer service and contact…