Articles

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  November 18, 2019 • 235

  Implementing the right chatbot – expert tips for a successful chatbot project

  As the contact centre moves into the digital age, chatbots are fast becoming a regular fixture. The benefits of this solution are plentiful – providing contact deflection from the contact centre (resulting in a reduction in costs), delivering improvements in customer resolution rates, and boosting customer and employee experience. However, to...

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Blog

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  November 27, 2019 • 50

  How micro-moments drive customer channel choices

  In the world of the multichannel contact centre, in order to ensure consistent, personalised customer service it’s important that businesses understand why their customers are choosing to interact with them via certain channels. In order for businesses to understand customer decisions for selecting particular channels of communication, they need...

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  November 20, 2019 • Blog • 132

  Contact Centre Automation is a Key Component of Consistent Customer Service

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  November 13, 2019 • Blog • 116

  Effective Email Management is Key to Contact Centre Success

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