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”
The digital transformation of companies accelerated significantly in 2020. In particular, they had to quickly adopt remote work and further increase their use of digital channels. A McKinsey study shows … Read more “The 6 Top Trends of Customer Experience in 2021”
ContactBabel recently launched The 2020-21 UK Contact Centre Decision-Makers’ Guide, based on surveys with 233 UK organisations and 1,000+ interviews with UK consumers. The findings of ContactBabel’s research are reported … Read more “2020-21 UK Contact Centre Decision Makers Guide”
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”
“Unprecedented demand”, “Uncertain times”, “New Normal” and “Delays in responding to your enquiries” are tedious, vacuous, insincere pronouncements we heard ad nauseam from many companies as we attempted to contact … Read more “Call Deflection: A New Direction That’s Not Just an Excuse, but the Key to Great Customer Service”
Many industries are in the midst of a massive transformation, driven by the shift to cloud, the evolution of the workplace, and a pandemic that changed the way we connect … Read more “Shopper and Retail Employee Communications Roundup”
