Blog

Seven ways to tackle call abandonment in the contact centre

Published on: October 14, 2022
Author: Pauline Ashenden - Demand Generation Manager

If customers are kept waiting too long to speak to an agent, the chances are they’ll become frustrated and just hang up, potentially impacting loyalty and revenues.

The 6 benefits of chatbots for housing associations

Published on: September 12, 2022
Author: Pauline Ashenden - Demand Generation Manager

As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. How can housing associations implement them effectively and what are the advantages?

Why contact centres must focus more in First Contact Resolution

Published on: August 19, 2022
Author: Pauline Ashenden - Demand Generation Manager

Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience.

Creating a framework for digital transformation

Published on: August 05, 2022
Author: Pauline Ashenden - Demand Generation Manager

A lot has been said about the importance of digital transformation in business today, including in customer experience. But many transformations fail to deliver the benefits they promised. In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations...

Automating and digitising CX in financial services

Published on: July 29, 2022
Author: Pauline Ashenden - Demand Generation Manager

Driven by the rise of agile new entrants and the emergence of new digital channels, financial services companies are looking to new technology to digitise and automate customer service. Our latest blog explains how businesses in the sector can address key challenges around security, compliance, personalisation and efficiency to digitise and transform customer service.

Why knowledge management is essential for your contact centre

Published on: July 08, 2022
Author: Pauline Ashenden - Demand Generation Manager

Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. But at the same time, it is also more difficult to manage in terms of complexity and channel range. Our latest blog explains the essential role of knowledge and highlights key requirements for an effective knowledge management strategy.

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