How the WhatsApp Business API is reshaping customer service

Unopened messages, rejected calls and unhappy customers.
We explore how to avoid these common CX problems and get your Outbound customer campaigns creating results. […]

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5 Software Integrations to Upgrade Your Customer Experience

In today’s complex customer service landscape, managing customer support operations can be challenging due to the multitude of customer experience software, applications, and integrations available. Decision-makers and customer experience managers frequently struggle to determine which integrations would best suit their teams’ needs. Although there is no one-size-fits-all solution, we have identified five crucial software integrations […] […]

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4 Ways AI Will Reshape Customer Service

Over the past year, the rapid evolution of artificial intelligence (AI) has shaken up a variety of sectors, and customer service is no exception. But what exactly will AI for Customer Service look like in the coming years, and how will AI tools impact the customer service landscape? Customer service is one of the industries […] […]

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Contact Centre Evolution: CX Agents of the Future

Technological advancements are continuing to shape and improve the contact centre set-up, but how will tech evolution impact the role of agents in the coming years? In this article, we explore four key shifts the future could have in store for contact centre agents. From contact centres to experience centres We’re seeing signs of this […] […]

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AI innovation: the gamechanger for customer engagement

It’s clear the COVID-19 pandemic forced businesses to adapt like never before, with research showing the crisis accelerated the digitalisation of customer interactions by several years (McKinsey survey, October 2020). But at a time when there’s more pressure on businesses to streamline activities and increase productivity, customer satisfaction is more important than ever. That’s where […] […]

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Contact Centre Automation – Why it’s easier than ever

When it comes to automating processes within a contact centre, the direct impact on business results and key deliverables cannot be overstated. More than 67 percent of contact centres plan to implement automated processes into their business models within the next year, citing significant improvements in customer satisfaction rates, lead generation, and overall revenue opportunities […] […]

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3 Ways to bust through more calls in less time

According to study by North Highland, customer experience (CX) has surpassed price and product as the most important determinant of company growth. CX is now the battlefield on which businesses can strengthen or weaken their competitive advantage. A recent Consumer Reports study also found: • 57% of people had been so frustrated with phone customer […] […]

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WTISD: Engaging And Facilitating Ageing Customer Populations In CX Technology

17th May 2022 marks World Telecommunications and Information Society Day (WTISD). An annual event dedicated to raising awareness of the possibilities that the use of the Internet and other information and communication technologies (ICT) can bring to societies and economies, as well as bridging the digital divide. With the ageing of the global population becoming […] […]

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Attracting the best CX agents for your customer teams

Unopened messages, rejected calls and unhappy customers.
We explore how to avoid these common CX problems and get your Outbound customer campaigns creating results. […]

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