AI is everywhere, but is it living up to contact centre expectations? Find out why AI orchestration delivers the full benefits of AI even on traditional channels.
Tips and guides
As Europe rethinks its reliance on US technology, data sovereignty, regulatory pressure, and strategic autonomy are reshaping decisions around cloud and communications. What does this shift mean for organisations...
This year, the UK has been in the grip of an energy crisis that has seen vendors squeezed between soaring wholesale prices and frustrated consumers, with many businesses going...
In just a few short years, the logic behind Black Friday contact centre preparations has changed. Due to recent developments in the customer service industry and the world...
Proactive customer behaviour and use of self-service touchpoints are normal pre-purchase. Expectations of post-purchase experiences are very different. There is a shift in responsibility, meaning that for healthy customer...
Public services is an umbrella term for a diverse variety of organisations: from well established national institutions to newer organisations that spring up from legislative change. This varying level...
Customer service contact spikes are all too common in the utilities sector. Seasonal pressures, adverse weather conditions, infrastructure upgrades and now more than ever concern over rising costs drive...
It happens all the time, not just in the customer service sphere, disappointment, frustration or delight when experiences either fail to meet or exceed our expectations. When it comes...
Outbound calls can be a great way for organisations to connect with existing and potential new customers. However, some outdated practices have created a negative perception for customers. As...
The landscape for retailers has shifted dramatically. The rise of eCommerce and the increasing importance of omnichannel services including social media offer exciting new opportunities to develop brand communities....