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...
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...