Category: Customer Experience.
Contact Centre Buyer’s Guide
Download the contact centre buyer’s guide to delve into a transformative world where the convergence of these capabilities enables elegant, simple, efficient, and agile contact centres.
5 trends shaping immersive CX
From chatbots that closely mimic real human beings to conversational experiences where customers can seamlessly transition from one channel to another without a loss of context, immersive CX boils down to one simple idea: people want to be seen and heard, and be treated as the highly valued customers they are, not as a transaction or a ticket.
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.