Blog

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  Lessons in enhancing customer experience

  February 11, 2019 • Blog • 1999

  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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  3 Steps to deliver contact centre transformation

  February 8, 2019 • Blog • 1190

  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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  How to use chatbots to enhance customer experience

  February 4, 2019 • Blog • 1316

  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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  6 Best uses for chatbots in a contact centre

  February 1, 2019 • Blog • 742

  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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  5 Alternatives to ‘Your call is important to us’

  January 28, 2019 • Blog • 742

  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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  How to Improve Customer Satisfaction with Self-Service

  November 13, 2018 • Blog • 958

  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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  What is Digital Transformation?

  November 13, 2018 • Blog • 1070

  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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  Should your Contact Centre join the Cloud?

  November 13, 2018 • Blog • 882

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

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  Keep calm and de-scope! PCI DSS compliance for contact centres

  September 4, 2018 • Blog • 977

  Keeping your data secure without stifling innovation is possible with a little planning and technology.  Colin Hay at Puzzel met...

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  How intermediaries can own more of the customer relationship

  August 16, 2018 • Blog • 2964

  Geoff Land of Infinity CCS looks at how creating more touchpoints with customers can help intermediaries in the energy sector to...