Normally retailers, and companies in many other sectors, would now begin preparing for their Peak season. However, in 2020 almost every industry has seen its operations thrown into turmoil. But, no matter how your plans have been affected, now is still a good time to look at auditing and optimising your operations.
Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self service. How will this impact the role of the customer service agent in the future?
Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. They are at the frontline of every business, and their performance is crucial to your brand reputation, consumer satisfaction and overall customer retention. Rising contact volumes, across more and more channels...
We’re now into the busiest time of year for retail, with contact centers facing huge volumes of incoming queries from consumers on the phone, email, Twitter, Facebook and chat channels. This means that even if companies deploy effective web self-service systems to provide consumers with fast, consistent answers to their most commonly asked questions...