Posts by Martin Cross | Contact Centre Monthly

Author: MartinCross

Website: https://www.connectmanaged.com/blog/author/martin-cross

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How to Improve Customer Satisfaction with Self-Service

November 13, 2018 • Blog • 175

There is a good reason why self-service is popular with businesses; this is cost. Live agents are often the most costly...
Should your Contact Centre join the Cloud?

November 13, 2018 • Blog • 195

In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient,...

8x8

September 20, 2018 • 382

Natural Language IVR

OK Google – play Absolute Radio. Alexa – add 15 avocados to my shopping basket.* Natural Language IVR (NL IVR aka Voice Recognition) I’ll admit it – I have a smart speaker. At first, I was uncomfortable speaking to it and making it do simple tasks that I was more than capable of doing myself. [&hellip...

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November 13, 2018 • 175

How to Improve Customer Satisfaction with Self-Service

There is a good reason why self-service is popular with businesses; this is cost. Live agents are often the most costly ingredient in the contact centre. Any technology which reduces the demand for agents will reduce your overall cost of delivery. This makes self-service technology an exciting proposition as it provides a better customer...

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November 13, 2018 • Blog • 175

What is Digital Transformation?
November 13, 2018 • Blog • 195

Should your Contact Centre join the Cloud?

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