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.
Humanoid chatbots look like us, speak AI-generated text, all while watching and reacting to the customer’s every expression, and displaying their own emotions.
Have you calculated how much revenue you’re losing from abandoned calls? Discover how to calculate it, and reduce your rate and earn more.
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.
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.
The closing of 2017 is the perfect time to reflect on evolving customer needs, and the impact for Contact Centres next year and beyond.
Life doesn’t stop after Christmas, and neither must customer support. Here are five sound strategies for delivering impressive post-Christmas support.
Delivering the right customer experience starts with your agents – and here’s how to empower them to provide excellent service, every time.
Strategies for Australian retail Contact Centres to succeed against the arrival of the American retail giant.
With the imminent arrival of Amazon in Australia, chatbot technology could significantly help local retailers stand up to the retail giant. Here’s how.
The griefbot is the newest form of chatbot to help customers at sensitive times. In contact centres Robotic Process Automation helps staff with low value admin tasks.
Taking communication seriously is the first step to achieving customer enchantment, and banishing customer apathy in today’s business-saturated environment.
Six innovative ways that progressive businesses and organisations are using mobility features to take Customer Experience to a new level.
Your customers’ experiences with you extend way beyond the physical conversations they have with your contact centre or front line teams.
Contact Centre Central, founded by award winning industry expert Justin Tippett, reached 25,000 users recently and it’s more invaluable than ever.
When is it not advisable for contact centres to call consumers? How can Contact Centre Managers quickly control campaigns to reflect events?
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.
The CX difference: why it’s more important than ever to ensure your Contact Centre CX is easy and seamless at every touchpoint.
Team performance can make or break customer experience, and training is vital in ensuring your contact centre staff stay engaged and deliver exceptional service.
Australia now has its first employment site dedicated to contact centre jobs, ItsMyCall.com.au, boasting 11 job categories and 59 job types.
Aberdeen Group survey reveals that leaders in the use of cloud contact centres are achieving better business results than the followers
CCW Digital has come up with 16 things that contact centre leaders must do and Contact Center Pipeline has gathered 17 contact centre experts to share
