Category

IVR/Self-Service

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
speech automationCloud Contact Center, CCaaS, Remote Working, WFHIVR/Self-Service

Transforming customer service through speech automation and CCaaS

Harnessing speech automation enables organisations to increase convenience for customers, improve service levels, and boost efficiency. However, previous speech automation solutions, such as IVR (Interactive Voice Response), had significant drawbacks. They were expensive and time-consuming to implement and run. This limited their use to the largest organisations. Performance and understanding were also unpredictable, frustrating customers who gave up and preferred…
Mark Beeston
October 6, 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
Digital self service cover imageAIContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationIVR/Self-Service

How to deliver ROI from your digital self-service

How to deliver ROI from your digital self-service We all have heard about the unprecedented digital transformation that was accelerated by the recent pandemic. Consumers turned to shopping online and suddenly online retail became hugely competitive, forcing retailers to adopt the latest and greatest technology to stay ahead. However, it wasn’t only retail that was affected. As a result of…
Barbara Stuart
March 8, 2022
Cloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationIntegration & OptimisationIVR/Self-ServiceMicrosoftQuality management, quality monitoringResourcesRetailTraining

How to Choose a Contact Centre

Shopping for a contact centre? The first step is to understand how important this purchase is to the business, and then work out your contact centre strategy. Read our eBook "How to Choose a Contact Centre - Buyers Guide"  for advice on tackling key challenges and templates to help you understand your needs, as well as tailored examples of successful…
Barbara Stuart
February 20, 2021
Cloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportIVR/Self-Service

Raise the Bar: Top Tips to Improve the Customer Journey

Most customer service operations are on a relentless march towards omnichannel. Although digital is the way forward, no business should roll out new digital channels for their own sake. Any implementation needs to be in the context of the customer journey, with a focus on continuous improvement. In other words, a business should concentrate on the whole experience a customer…
Helen Billingham
November 19, 2019