Automation

Why the future of customer service isn’t just automation

Published on: February 28, 2018
Author: Pascal Gauvrit - CTO

The rise of artificial intelligence is leading many people to predict that the future of customer service will be driven by automation and technology, without the need for human agents to interact with consumers. However success will be more about balancing humans and technology in order to meet consumer needs.

Scaling the email mountain

Published on: August 16, 2011
Author: Epticablog

When you think how many personal and business emails you receive every day, the number can be daunting.But multiply that by a factor of one hundred or more and you get an insight into how many emails the average contact centre receives. The sheer ease of writing and sending emails, whether via PCs or increasingly through smartphones or tablet computers means that, for many, they have replaced lett...

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