Articles

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  November 18, 2019 • 292

  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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  December 12, 2019 • 36

  Saving Christmas from the Contact Centre of Doom

  Dramatic news, just in from the North Pole: Christmas is under threat — from the Contact Centre of Doom. So what can be done? We sent our reporter, Holly Frost, to find out … As December 25 gets closer, customers across the land can sense there’s a chill in the air (reports Holly Frost). Consumers [&hellip...

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  November 27, 2019 • Blog • 86

  How micro-moments drive customer channel choices

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  November 20, 2019 • Blog • 188

  Contact Centre Automation is a Key Component of Consistent Customer Service

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