Australian survey confirms that human-driven customer support channels remain the preferred way for people to engage with organisations.
Continue readingWhy 73% of your customers prefer human-driven customer support channels
Be all things to all people with multichannel contact centre software
Communication preferences matter. Discover how multichannel contact centre software can improve your customer experience.
Continue readingIs Your Digital Customer Experience Disappointing?
84% of digital experiences fall short of customer expectations. Do yours?
Continue reading96% of consumers say Customer Service influences their brand choice and loyalty
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.
Continue readingWhat are customers expecting from Contact Centres in 2018?
The closing of 2017 is the perfect time to reflect on evolving customer needs, and the impact for Contact Centres next year and beyond.
Continue readingFollow the Money, It Leads to Chatbots
With the imminent arrival of Amazon in Australia, chatbot technology could significantly help local retailers stand up to the retail giant. Here’s how.
Continue readingThe “New Normal” for Contact Centres and Business Operations
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.
Continue readingUsing Webchat Effectively in Contact Centres
If you’ve not yet fully embraced webchat in your contact centre, it’s time to take it seriously. 7 tips for effective management.
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