Category

AI

Father Christmas’ contact centreAICloud Contact Center, CCaaS, Remote Working, WFHCX, Customer Experience, Customer Service, SupportWorkforce optimization

Looking inside Father Christmas’ contact centre

With the number of sleeps until the big day dropping fast, Father Christmas and his team are flat out getting ready for December 25th. Customer service is central to Santa’s success, so we trekked to the North Pole to find out more. After dodging the polar bear guards, we sneaked a behind the scenes look at the man in red’s…
Helen Billingham
December 14, 2023
Customer controlAICX, Customer Experience, Customer Service, SupportIVR/Self-Service

The importance of customer control in increasing satisfaction

A lack of customer control is one of the biggest gripes people have when interacting with companies. Endless call queues, long wait times for answers and confusing online information all impact their experience. The message they take away is that their time or query isn’t important to the business. This lack of control intensifies dissatisfaction and annoyance. It leads to…
Helen Billingham
November 30, 2023
AICloud Contact Center, CCaaS, Remote Working, WFHCX, Customer Experience, Customer Service, Support

Why cutting customer service budgets is a false economy

Most companies are now finalising their customer service budgets for 2024. However, given the economic downturn, there’s likely to be more pressure to look for ways to reduce spending. Customer service is often vulnerable when enterprises look for places to make cuts. This may be because it’s often wrongly viewed as a cost centre rather than a source of competitive…
Helen Billingham
October 27, 2023
AIContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, Support

How technology can improve the agent experience

Providing a high-quality agent experience benefits both contact centre employees and the businesses they work for. Engaged agents provide better service to customers, are more productive and less likely to leave. However, traditionally contact centres have struggled with the agent experience. Much of this is down to the nature of the job. On top of having to help customers with…
Helen Billingham
October 13, 2023
AICX, Customer Experience, Customer Service, Support

Understanding the keys to proactive customer service success

In a fast-moving world, companies need to embrace proactive customer service to effectively address consumer needs. They must value customer time, minimise effort and deliver service seamlessly. How can they achieve this? Gartner’s Dynamic Customer Engagement (DCE) framework provides an answer. It aims to empower customer service to deliver the “next best action,” saving customers time while reducing unnecessary interactions and increasing…
Pauline Ashenden
September 21, 2023
Generative AI is currently transforming the way multiple industries operate but what will be the impact of ChatGPT in customer service?AICX, Customer Experience, Customer Service, Support

ChatGPT in customer service: what CX leaders need to know

Generative AI is currently transforming the way multiple industries operate but what will be the impact of ChatGPT in customer service? Since its launch in November 2022, OpenAI’s ChatGPT conversational AI chatbot has been used by millions of people. As well as the free version, companies can subscribe to a paid service which provides enhanced features and capabilities. The success…
Steve Nattress
July 14, 2023
AICX, Customer Experience, Customer Service, Support

The benefits of Generative AI in customer service

With the arrival of ChatGPT, businesses have begun to understand the potential benefits of Generative AI in customer service. What is Generative AI? Many of us have started to learn about Generative AI thanks to ChatGPT. Generative AI is an artificial intelligence technology that can generate text, images and audio (amongst other formats), typically in response to a prompt or…
Barbara Stuart
June 5, 2023
IoT in customer serviceAICX, Customer Experience, Customer Service, Support

The benefits of IoT in customer service

Across many sectors there’s a growing understanding of the importance of the Internet of Things (IoT) in customer service. For the first time IoT-equipped smart devices are now communicating automatically, without human involvement. They are sharing real-time data on everything from power consumption to environmental information and even requests for service. For example, smart printers now message manufacturers when they…
Helen Billingham
May 19, 2023
contact centre experienceAICloud Contact Center, CCaaS, Remote Working, WFHIVR/Self-Service

5 ways to supercharge your contact centre experience

Customer expectations around the contact centre experience are rising continually. Organisations know they need to act. Research from analysts Metrigy has found that customer satisfaction has been a top three business priority for the last three years, leading to a growing investment in customer experience technology. No wonder that nearly two-thirds (65%) of organisations surveyed by Metrigy were planning to…
Helen Billingham
March 24, 2023