Category: Customer Experience.

Getting started with natural language

If you’re not already exploring how to use intelligent virtual assistants in your contact centre, you soon will be. The case for enabling customers to complete interactions without speaking to an agent keeps growing.

Genesys: State Of Customer Experience

Times have changed. Digital channels are now mainstream; and many CX organizations have struggled with the growth in transaction volume and complexity. This research finds we’re entering a new phase.

Genesys: Journey Mapping

Customers connect with your business via your website, self-service and mobile apps. And with each interaction, your job changes.
Find out more in this whitepaper

How customer empathy delivers in the contact centre

Our expert panel share their insights and tips on customer empathy and how delivering it has tangible commercial benefits.

Transforming CX in utilities – personalisation at speed

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

First Contact Resolution: Putting the emphasis back in the right place

Connect’s Martin Cross wonders whether many businesses have forgotten the “resolution” element.

The 4 Most Common Mistakes Call Centres in Financial Services are Making

Customer expectations are higher than ever, and businesses in the financial sector are taking notice.

Think optichannel, not omnichannel, for an effortless customer experience

Connect’s Group CTO Martin Cross makes the case for looking beyond “omnichannel” to improve the customer experience.

customer relationship management digital projection. person using laptop/smartphone

The Rise of the CRM in the Contact Centre Space

In today’s world, consumers increasingly demand a more personalised and seamless customer experience. As a result, the CRM’s role in the Contact Centre space is evolving rapidly. Here’s why the CRM is changing the Contact Centre as we know it.