Posts in Multi Channel

96% of consumers say Customer Service influences their brand choice and loyalty

January 19th, 2018 Posted by Customer Experience, Mobility, Multi Channel

Microsoft’s 2017 State Of Global Customer Service Report reveals the survey results of 5000 consumers in five countries, and the implications for Contact Centres.

Contact Centre Predictions 2018

What are customers expecting from Contact Centres in 2018?

December 21st, 2017 Posted by Customer Experience, Mobility, Multi Channel, Self Service

The closing of 2017 is the perfect time to reflect on evolving customer needs, and the impact for Contact Centres next year and beyond.

Follow the money to chatbots

Follow the Money, It Leads to Chatbots

November 17th, 2017 Posted by Customer Experience, Multi Channel, Technology

With the imminent arrival of Amazon in Australia, chatbot technology could significantly help local retailers stand up to the retail giant. Here’s how.

New Normal in contact centres

The “New Normal” for Contact Centres and Business Operations

July 14th, 2017 Posted by Contact Centre Management, Customer Experience, Mobility, Multi Channel

Contact Centres need to adapt to the new “normal” way of doing business, or face losing customers. Normal now, is very different to 5 years ago.

PCP Multichannel Agent Desktop

Using Webchat Effectively in Contact Centres

May 25th, 2017 Posted by Contact Centre Management, Customer Experience, Multi Channel

If you’ve not yet fully embraced webchat in your contact centre, it’s time to take it seriously. 7 tips for effective management.