Will AI Eliminate Humans in the Retail Contact Centre?
Will AI Eliminate Humans in the Retail Contact Centre asks Susannah Richardson | Marketing Director for IFS Field Service and…
IFS Customer Engagement
Is A Human Touch Needed With Contact Centre Automation?
More and more of everyday life is becoming automated through developments in artificial intelligence (AI), making interactions with “robots” a…
What’s Happening with AI in the Contact Centre?
Visit any typical contact centre today and one thing is constant: the sheer number of people involved. Visit any modern…
Introducing Conversational AI in the Contact Centre
What happens when your contact centre is ready to stop talking about chatbots or conversational AI and wants to move…
Ensuring the ROI of Adding Artificial Intelligence
Adding artificial intelligence to the contact centre is an important decision that involves a significant investment of time, money, and…
Most Customers Hate AI & Chatbots for This Reason…
There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions.…
IFS Customer Engagement: Enhancements to intelligentResponse
IFS Customer Engagement Announce Enhancements to their Leading AI & Virtual Assistance Solution – intelligentResponse At a time when customer…
The Foundational Pillars of Omni-Channel Success
Many organisations want to provide an omni-channel experience, but few are actually doing it well consistently. If you’re a contact…
Why Agent Engagement Hinges on Tool Effectiveness
If organisations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates…
Disconnected Systems are Destroying Customer Experience
When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX).…
Avoid Multi-Channel Mayhem for Effective Customer Service
With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts.…
Balancing Agents & Bots in your Retail Service Experience
One of the greatest stumbling blocks for organisations is the transition from an AI-based interaction to live agent assistance. When…
Where Does AI Belong in the Retail Customer Experience?
One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of…
Will AI Eliminate Humans In The Retail Contact Centre?
When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders…
Emergence of Artificial Intelligence within Customer Service
The Emergence of Artificial Intelligence within Customer Service – IFS Customer Engagement Artificial intelligence has the potential to transform the…
Retail Shopping in the UK – Communication Channels of Preference
Following a research survey conducted by YouGov, statistics show the most recent in communication channel preferences from retail consumers, especially…
Customer Service within the Retail Sector – AI-Powered Chat
Instead of searching through a website or mobile app on their own, today’s consumers prefer to engage in conversation with…