Consumers have changed in meaningful ways in the past year, and now it’s the responsibility of businesses to keep pace with shifting customer preferences and behaviours. Welcome to Ringside. This … Read more “Ringside: Insider Interview with Paolo Fabrizio”
A few weeks ago I was on a call with a support specialist when I heard a dog bark in the background. Clearly embarrassed, the agent quickly apologised for the … Read more “Hybrid Work in the Contact Centre”
Enabling the customer experience A recent Customer Experience study by Accenture showed that only 20% of companies are succeeding in delivering good customer experience (CX). This low number exists despite … Read more “Customer Experience Begins with Employee Experience”
In today’s digital world, most companies recognise the value of social media. With roughly 4.2 billion active users across Facebook, Twitter, and Instagram, it represents a vast, lucrative market. Social … Read more “Essential Social Media Marketing Tips for Customer Service”
More than half of businesses (58%) have a single virtual contact centre as part of their customer service strategy. This comes as no surprise given the events of 2020. Many … Read more “How to Set Up a Virtual Contact Centre: A Starter Kit”
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?”
In 2018, Kimberly McAtee, a part-time barista at Starbucks, began her new life as a student at Arizona State University (ASU). Further education was always on her radar, but the … Read more “What Do Your Employees Need To Keep Customers Happy?”
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”
Last year saw more contact centres than ever migrating to the cloud. The motivation is obvious and the stats are plain: in April 2020, 87% of contact centres were making … Read more “Why a Virtual Contact Centre Must Be Part of Your Customer Service Strategy”