Blog

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

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

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 advantage and revenues.

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.

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

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.

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.

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

Customer expectations around the contact centre experience are rising continually. Organisations know they need to act - but where to start?