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February 11, 2019 •
Blog •
66
We’re in the midst of the Age of the Customer, when it has never been easier for consumers to research their own options and...
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February 8, 2019 •
Blog •
86
The role of the contact centre is evolving at a rapid rate. As a result, the capability of the underlying technology must evolve...
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February 4, 2019 •
Blog •
133
The lowest cost of delivery is no longer the best approach to customer service. Today, the focus has shifted towards providing an...
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February 1, 2019 •
Blog •
119
The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they are here to steal contact...
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January 28, 2019 •
Blog •
143
Does anyone really believe queue messages which repeat ‘your call is important to us…’? We have all heard it, in between...
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November 13, 2018 •
Blog •
276
There is a good reason why self-service is popular with businesses; this is cost. Live agents are often the most costly...
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November 13, 2018 •
Blog •
261
We now live in a world where our fridges can order food, our wearables can track and analyse our exercise habits, and we can...
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November 13, 2018 •
Blog •
267
In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient,...
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September 4, 2018 •
Blog •
355
Keeping your data secure without stifling innovation is possible with a little planning and technology. Colin Hay at Puzzel met...
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August 16, 2018 •
Blog •
647
Geoff Land of Infinity CCS looks at how creating more touchpoints with customers can help intermediaries in the energy sector to...
