91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service...
The pandemic and the shift to home working have accelerated the trend of contact centres moving to cloud based solutions.
They say patience is a virtue. But not in customer service. Most consumers today want their queries turned around as quickly as possible, without having to wait.
Delivering the right customer experience in financial services has never been more vital – or more difficult. So, how are banks and other financial services businesses responding?
When customers reach out to a contact centre, they want to feel their time is being valued. Which is why they hate having to repeat information, every time they are transferred...
Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect. How can companies ensure that they are ready?
With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams. What is preventing success?
As contact centres evolve, agents are increasingly required to log into multiple technology systems while interacting with customers. Adopting a unified agent desktop solves these issues...
The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind.
With its combination of superior collaboration tools, workplace chat, video meetings, shared file storage, and application integration designed to deliver a powerful collaboration environment, a growing number of contact centres are implementing Microsoft Teams.