Category: AI.

As consumer behaviours shift and personalisation becomes expected, we look at how utility companies can transform the customer experience.

Countless companies rely on contact centres to service customer queries and generate sales revenue. The contact centre is an established institution but there is an ongoing change in the technology that underpins its operations. Businesses that fail to engage with contact centre transformation risk irritating their customers and provoking the ire of leaders that question […]

Contact centres have always been challenging environments that involve high workloads and high volumes of data. The challenge is often arming the contact centre with sufficient resources and empowering agents to deliver an excellent customer experience.