Realising the Potential of AI Integration in Contact Centres For contact centre managers, balancing high-quality customer service with operational demands is no small feat. The rise of artificial intelligence (AI) offers an opportunity to rethink how we handle the workload. AI can enhance customer experiences, streamline operations, and free up staff for more meaningful work.…
The Customer Show has commissioned and important report, entitled The CX Buyers Insights Report, that shows insights of what is most important to C-Level to Team level. You can download the buyers insights report here. Key Findings While there is a lot to cover in the report the key findings were: 72% of people say Data matter:…
There is a saying “the customer is always right” so how does this play out in the health sector when the customer is also the patient? Let’s take a look. The increasing use of Electronic Health Records (EHR) and software in labs, pharmacies, and other healthcare settings, as well as the growth in data sourced…
In this whitepaper from Forrester, Robotic Process Automation (RPA) is shown to improve the customer experience, and there is a clear path to doing so. When any technology or tool is used correctly, that is, operationalised well, it can produce significant improvements to how customer service agents deliver service. What we have seen is robotic…
Client: “I don’t know how good or bad my customer’s satisfaction is as I’m finding it hard to get consistent responses to surveys because the survey experience is crappy/too long/too impersonal/too robotic.” Sound familiar? We have recently started implementing a tool for a client called Customer Thermometer for one of their IT helpdesks and it…
Forester recently published their Future of Work report for 2019. Foresters’ research paints a vision of exciting times ahead for us with new job types, more interesting and human work and enabling more flexible working models. Of particular interest is call centre automation that includes augmentation of bots, robotic process automation (RPA), predictive analytics and…
There is no doubt that accurate and rapid resolution of customer requests is key to the delivery of excellent, cost-effective customer experience. Whilst that excellent, cost-effective customer experience is quite obviously a great outcome for customers, it typically also results in more fulfilled employees, better delivered business objectives and great reputational benefits. Speed-to-competency is often…
Customer Experience
Digital
People and Business
Technology
