Posts in Technology

: cloud contact center solutions

Not all contact centre solutions are equal. Here’s why.

February 28th, 2019 Posted by Technology

Evaluating contact center solutions? Discover the key differences to assist in choosing the right contact center solution and provider.

Helpful automations that will enhance CX and customer contact performance

February 1st, 2019 Posted by Customer Experience, Technology

Customer service automations. What are they? Discover how automations are enhancing service delivery for customer contact teams

artificial intelligence

What is the difference between bots, chatbots, RPA and AI?

January 21st, 2019 Posted by Business Intelligence, Technology

What is artificial intelligence? Common automations include bots, chatbots, robots and AI – and they’re all technically a little different.

marketing intelligence

An intelligent approach to gaining market intelligence

October 19th, 2018 Posted by Customer Experience, Technology

Marketing intelligence, powered by AI, is letting marketers be in control of their data in ways we’ve only talked about for decades.

Gamification

Game on! Gamification of the Contact Centre Role

October 5th, 2018 Posted by Contact Centre Management, Customer Experience, Technology

Gamification is one of the best ways to improve your agents’ engagement. But are you gamifying the right way? Read on to find out.

Robotic Process Automation

Robotic Process Automation: Get ready for robot-assisted customer experience

September 21st, 2018 Posted by Customer Experience, Technology

If you haven’t already considered implementing RPA in your contact centre – here’s why you should.

council contact centre

The Diverse Challenges Faced in Council Contact Centres

August 24th, 2018 Posted by Contact Centre Management, Technology

Working in a council contact centre involves resolving diverse issues across 40 business units. Here’s how Kingston Council does it.

AI applications

Are you a front-runner in customer-focused AI?

August 15th, 2018 Posted by Customer Experience, Technology

It’s easy to get caught up in the hype for Artificial Intelligence, but are you properly deploying customer-focused AI?