artificial intelligence

Ringside: Insider Interview with Sebastian Glock

Sebastian Glock is Senior Technology Evangelist at Cognigy where he acts as a mediator between technology and business. He has…

6 months ago

How Conversational AI Facilitates Smart Routing

Looking to resolve your customers’ queries quicker? 68% of people get annoyed when their call is transferred between departments so…

6 months ago

Delivering Exceptional Customer Experience: Tools, Talent and Training

Carlos Hidalgo gives more advice on delivering customer experience through the contact centre, managing and leading remote teams, and preparing…

9 months ago

Turbo Charging CX in the Contact Centre

Perhaps there has been no other year when the contact centre played a more pivotal role in the delivery of…

10 months ago

The Rise of the Virtual Receptionist in the UK

Receptionist services are the front line of most sizeable business; fielding calls from clients, partners, suppliers, and customers is all…

11 months ago

What Could the Future of Meetings Look Like?

The business meeting as we know it has an expiry date. In recent years, in person, prescheduled, and time-boxed meetings…

12 months ago

Automated and AI Customer Service for Contact Centres

Many companies have taken the opportunity to put advanced technology to use in their contact centres to better serve customers.…

1 year ago

Key Themes in the New World of Work

Long before spare bedrooms, garages, and dining rooms began turning into workplaces en masse, the idea of remote work was…

1 year ago

AI, Automation and Digital Self-Service in the Contact Centre

Contact centres are seeking technology to support their agents in handling huge increases in customer enquiries. The pandemic accelerated this…

1 year ago

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