Looking to boost capacity in your business while improving your staff and customer experience? Microsoft’s Power Automate could be the answer. Almost overnight, AI has ascended into the mainstream, dominating the tech conversation, and forcing entire industries (venture capital, finance, media, consumer tech, etc.) to quickly adapt for fear of being left behind. Organisations are…
Making the Case for Process Automation – how to estimate effort and ROI. One of the keys to making a successful process automation decision is to have a solid business case that can estimate the return on investment (ROI) and assess the effort involved in building the automation. The outcomes sought when automating your business…
RPA: The Secret Weapon for Customer Experience Excellence Robotic Process Automation (RPA) is a software technology that can automate repetitive and manual tasks across various business functions. From this blog you will gain clarity in the following areas: Why RPA matters and what it means for you: RPA can help businesses improve efficiency, productivity and…
4 Benefits to Automating Processes in the Services Industry. Spanning a wide range of businesses including finance, accounting, human resources, legal, and customer service, the services industry has undergone significant changes over the years due to technological advancements, and one of the most significant changes is the adoption of automation. Robotic process automation (RPA) uses…
What are the 4 top uses of Intelligent Process Automation for your Contact Centre? Intelligent Process Automation (IPA) has become increasingly popular across various industries, including the contact centre industry in Australia. IPA technology can automate repetitive and mundane tasks, reduce errors, and improve the efficiency and effectiveness of business operations. In this article will…
From Uni to the World of CX: Lessons Learned and Golden Nuggets of Advice. It recently dawned on me that I’ve been out of uni for two years now. This was a scary reminder of how time flies, and as good a reason as any to write my first blog at Customer Science Group. In…
Sharpen the potential of your next Voice Analytics AI project. Hey Google, turn on the light PLEASE! You may well ask, why I say “please” to what is essentially just a bunch of 1’s & 0’s? Well, my theory is; if AI (Artificial Intelligence) ever becomes self-aware on this planet, I want to ensure it…
What are KPIs? Simply put, key performance indicators (KPIs) are measurements that track how well organisations are achieving their goals. KPIs vary across industries and departments, but they typically measure financial goals and business outcomes. KPIs can be as broad or as narrow in scope as you wish. They can measure comprehensive business goals,…
Not so long ago, it took huge investment in time, money, and meticulous planning over many months to integrate computer-based applications with the core telephony platform. Contact Centre functions were often kept centralised to contain costs, and if that platform consisted of multiple PABX systems in a private network, then the time required to integrate…
How to Handle Privacy Breaches inside your organisation. A privacy breach is somewhat of a worst nightmare for many businesses and their customers. The lack of information when they are first discovered often induces confusion and decision paralysis. Many questions are thrown up, often without clear answers. What happened? Who as affected? Are we still…
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