The energy sector is hitting crisis point right now and research conducted by Macro 4 suggests that utility companies should be keeping a close eye on the service they provide to customers..
Acquiring new customers takes a lot of time, money, and effort. So, you can imagine how devastating it is when a phone call causes you to lose business. Learn more in this article..
In essence, customer journey maps (CJMs) are made to visualize the customer’s path from initial thought all the way to action and make this visualization clear and understandable..
ASAPP the AI Cloud company has announced availability of AutoTranscribe and claims it to be “the most accurate, real-time, speech-to-text transcription service” for call centres..
PCI Pal, the global SaaS provider of secure payment solutions, has been ranked in The Growth Index top 100 listing of the UK’s fastest growing businesses. The Growth Index ranks companies..
As energy prices reach a 40-year record high, a new survey has asked over 1,500 bill payers what they want – and how they feel – about their energy providers. The results, published today in ‘The Big Switch Off’ report,.
A good customer experience feels effortless for the customer. It should be easy, natural, and fast, and it should use technology that makes sense under the circumstances..
Chief Strategy Officer says artificial intelligence services and new automation processes, can raise work from home productivity..
Following a review and upgrade of its UK contact centre infrastructure, British bed manufacturer and retailer Bensons For Beds has moved to Freshdesk from Freshworks..
The revenue of most businesses is directly tied to the customer experience. Here are five best practices to improve the customer service experience..
Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents..
As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region..
Customer Support Teams Are Not Fraud Investigators – But They Can Create Safe, Trusted Relationships
Whether you’re making a change to your bank account or reaching out to your wireless provider about a SIM card, identity verification is a major part of ensuring that only authorized people can change your account..
The customer need for support and reassurance has only increased over the last few years — a trend that’s unlikely to change. This demand has left support teams feeling overwhelmed and stretched thin..
One-time passcodes or OTPs sent to mobile phones are the cornerstone of many organizations’ customer authentication strategies. This is in large part due to the positive reputation it has with consumers..
Contact centre solutions disruptor, EvaluAgent launches industry leading AI capabilities for quality management teams and performance improvement leaders..
With the launch of a new AI service for call centre agents, ASAPP has called the death of the dreaded canned responses from chatbots, messages and text that has often frustrated consumers..
At a time when credit card and bank customers in Canada are using financial institution mobile apps and websites more than ever, overall satisfaction with those digital experiences is in decline..
As contact centres embrace the world of remote and hybrid working, Rob Crutchington, MD of Encoded, discusses how the cloud, open banking and SCA regulations help protect the customer, agents and merchants..
