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Feb 2, 2024 | By Shep Hyken,
Will AI Take Over The World? Will AI Take Over Customer Service?

Shep Hyken, customer service and CX expert, debunks five of the most common myths and fears associated with AI and ChatGPT-type technologies related to customer service and experience.

Jan 26, 2024 | By Steve Nattress
3 key contact center AI predictions for 2024

As we move into 2024, momentum around deploying contact center AI is accelerating. Gartner predicts that by 2025, 80% of customer service and support organizations will be applying generative AI. Moving beyond the hype, companies are now looking at exactly how they implement AI in the contact center.

Dec 14, 2023 | By Helen Billingham
Looking inside Santa Claus’ contact center

We sneaked a behind the scenes look at the man in red’s contact center. How does it cope with millions of interactions, without disappointing any (nice) children?

Dec 11, 2023 | By Helen Billingham
Why contact center agents shouldn’t have a fear of AI

Given how fast the technology is developing, there is a growing fear of AI among contact center agents. However, while AI will impact their roles, it is more likely to augment, rather than replace them.

Oct 27, 2023 | By Helen Billingham
Why cutting customer service budgets is a false economy

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 center rather than a source of competitive advantage and revenues.

Oct 13, 2023 | By Helen Billingham
How technology can improve the agent experience

Providing a high-quality agent experience benefits both contact center employees and the businesses they work for. Engaged agents provide better service to customers, are more productive and less likely to leave.

Oct 6, 2023 | By Mark Beeston
Transforming customer service through speech automation and CCaaS

Harnessing speech automation enables organizations to increase convenience for customers, improve service levels, and boost efficiency.

Sep 21, 2023 | By Pauline Ashenden
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, minimize effort and deliver service seamlessly.

Aug 24, 2023 | By Pauline Ashenden
Meeting changing expectations around email customer service

Email customer service may not be new, but it remains popular. In fact, it is the most used digital channel and accounts for 13.7% of all interactions - second only to the telephone.

May 26, 2023 | By Helen Billingham
The benefits of IoT in customer service

Every organization should understand the benefits of IoT in customer service, from improving CX and increasing efficiency.

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