Posted by Elaine Turley
In recent years and months, AI and the rise of the chatbot has been hailed as the saviour of the traditional contact centre.
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May 22, 2018
Topics:
Contact Centre,
AI
Posted by Rant & Rave
Contact Centre's typically focus on transactional metrics that measure cost and efficiency, such as average call handling time and serice level response time.
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June 16, 2017
Topics:
Contact Centre,
Metrics
Posted by Rant & Rave
Enabling your customers and your Frontline teams to connect together in a meaningful way is essential.
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June 7, 2017
Topics:
Contact Centre,
Frontline Engagement
Posted by Rant & Rave
Today you can’t simply sweep customer complaints under the carpet. We live in an age where the internet and social media provides a public viewing area for complaints.
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May 29, 2017
Topics:
Contact Centre,
Customer Experience,
Contact Centre Struggles
Posted by Rant & Rave
When something is going wrong, and a customer calls in with a query, they want to get an answer as soon as possible.
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March 2, 2017
Topics:
Contact Centre,
Customer Experience
