Posts in Customer Experience

proactive customer experience

Providing Proactive Customer Experience in Contact Centres

May 25th, 2018 Posted by Customer Experience, Customer Loyalty, Mobility

Discover how contact centres can provide proactive customer experience to increase customer loyalty and reduce inbound volumes.

customer experience network

How’s Your Customer Experience Network?

May 18th, 2018 Posted by Business Intelligence, Customer Experience

There’s a new concept emerging in the CX universe called ‘Customer Experience Networks’, and here’s why your organisation should be thinking about it.

Choosing an Australian Contact Centre Solution

Upgrading Your Contact Centre Technology – Part 3: Vendor Selection and Deployment

May 1st, 2018 Posted by Customer Experience, Technology

Part 3 of our contact centre technology upgrade series outlines 11 important questions for potential vendors, and critical deployment considerations.

Design and Creativity

The ‘Design and Creativity’ Marketing Renaissance

April 20th, 2018 Posted by Business Intelligence, Customer Experience

Investing in design has become more important than ever, to stand out from the crowd. But don’t let your brand image down with poor customer service.

Abandoned call rate

The Real Financial Impact of Abandoned Calls

March 15th, 2018 Posted by Contact Centre Management, Customer Experience, Workforce Management

Have you calculated how much revenue you’re losing from abandoned calls? Discover how to calculate it, and reduce your rate and earn more.

GDPR

GDPR: Lifting the lid on AI decision-making

March 9th, 2018 Posted by Customer Experience, Technology

Australia may not be in the EU, but you may still need to be able to provide explanations for your AI’s decision-making.

Beyond AI: Deep Learning

Deep Learning Will Deliver Benefits Beyond AI

February 9th, 2018 Posted by Customer Experience, Technology

It’s easy to get caught up in the hype for Artificial Intelligence; but are you aware of Deep Learning, and how it can benefit your contact centre beyond AI?

consumer behaviour

If You Think You Understand Customers, Try Again

January 26th, 2018 Posted by Customer Experience, Customer Loyalty

We may think we understand consumer behaviour, but do we truly know enough to translate this into new products, services, or ways of doing business? Great question, that KPMG has addressed.