Posts in Technology

customer experience technologies

Contact Centre Strategic Management – Tip 2

June 24th, 2019 Posted by Contact Centre Management, Technology

Tip No 2 from Sol Rabinowicz, CEO Premier Technologies, during his keynote presentation at CCW.

Call back options

Four call back options to reduce call wait times and improve CX

April 27th, 2019 Posted by Customer Experience, Technology

The pros and cons of four call back service options to reduce call wait times and significantly improve CX.

: 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.

Automation

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.

market 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.