Carlos Hidalgo gives more advice on delivering customer experience through the contact centre, managing and leading remote teams, and preparing contact centres for the new age of hybrid work. In … Read more “Delivering Exceptional Customer Experience: Tools, Talent and Training”
Perhaps there has been no other year when the contact centre played a more pivotal role in the delivery of customer experience (CX). With the unprecedented surge in calls due … Read more “Turbo Charging CX in the Contact Centre”
If you’re active online, then we guarantee you know what a chatbot is. According to a study, 1.4 billion people use chatbots regularly. Although this might not seem like a … Read more “The Ultimate Guide to Chatbots: What is a Chatbot? Why Are They Important?”
Many companies have taken the opportunity to put advanced technology to use in their contact centres to better serve customers. Some organisations are taking advantage of contact centre as a … Read more “Automated and AI Customer Service for Contact Centres”
2020 has been an unpredictable year and 2021 will most likely continue this path. Business is not as usual as working conditions have changed (and still are changing). Remote work … Read more “Why Customer Service Automation Is Key to Master Remote Work”
Contact centres are seeking technology to support their agents in handling huge increases in customer enquiries. The pandemic accelerated this change, as contact centre agents and managers struggled with new … Read more “AI, Automation and Digital Self-Service in the Contact Centre”
Artificial intelligence (AI) has changed the world as we know it forever. This technology is no longer the stuff of science fiction. Instead, we see artificial intelligence in virtually every … Read more “Artificial Intelligence Vs Machine Learning Vs Deep Learning”
What is the Future of Work? The global market for AI is projected to grow to a value of $89.8 billion by 2025. When you consider figures like that, it’s … Read more “Future of Work: The Impact of AI on the Future Workplace”
According to “MyCustomer” reports, 80% of all UK businesses will have a chatbots solution in place by the end of 2020. The rise of artificial intelligence and the accessibility of … Read more “The Rise Of Chatbots: How AI Is Changing Customer Service”