Customer service and the experience brands deliver to consumers have never been more important to the bottom line. Companies know that customer experience is a key differentiator and are...
Market trends & analysis
Agentic AI marks a new stage in artificial intelligence — where intelligent agents can think, decide, and act autonomously. Discover how this next evolution of AI transforms customer service,...
With WhatsApp and instant messaging (IM) firmly part of daily life, discover how AI-enhanced IM can help you meet customers where they are while reducing cost-to-serve and streamlining customer...
Forward-thinking C-suites know how vital data is to understanding a problem and designing a solution. That’s why increasing numbers of corporate board members are adopting data-driven approaches to internal...
One thing is certain: 2021 will be interesting. Customer contact centres are experimenting with new ways to enhance customer experience and are continuing to adapt to COVID-19. What solutions...
Is your brand is looking to maximise its potential revenue during the Christmas shopping season, starting with Black Friday and Cyber Monday (BFCM)? Combine your planned promotions and delivery...
Co-browsing (or collaborative browsing, sometimes referred to as an online personal shopping assistant) is changing the way customers interact with brands online. With personalised service via co-browsing, contact centre...
One of the biggest events of the contact centre year is returning to the ExCeL in London on the 22nd and the 23rd of November. What will the managers,...
As technology continues to advance and consumer behaviour and working habits evolve in the wake of Covid-19, contact centres must adapt to heightened customer experience expectations in 2021 and...
2020 saw an acceleration in digital transformation across all sectors. As more companies move to the cloud to achieve agility and resilience, Contact Centre as a Service (CCaaS) solutions...