Category: Customer Experience.
6 Best Uses for Chatbots in a Contact Centre
The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they are here to steal contact centre jobs. In reality, they should be seen for what they are: making your life easier. The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they are here […]
3 Steps to Deliver Contact Centre Transformation
The role of the contact centre is evolving at a rapid rate. As a result, the capability of the underlying technology must evolve to meet that. By taking an evolutionary approach to Contact Centre transformation, you can deliver it quicker, more completely and with less cost compared to a “replacement” approach. The role of the contact […]
How the Internet of Things Will Change the Contact Centre
“Alexa, play some relaxing music.” Conversations with IoT devices are becoming the norm in most homes. Many of us are coming to rely on them more and more. But what does it mean for contact centres? In this article, I will look at: What IoT is and how it’s affecting businesses How that translates to contact centres […]