The Promise and Pitfalls of AI-Enabled Customer Care Blog

22 September 2023

The Promise and Pitfalls of AI-Enabled Customer Care

Click here to see this post as an infographic. There are both immense potential and…

Sandra Haworth

Here’s why blended contact centre solutions are replacing siloed outbound contact centres Blog

21 September 2023

Here’s why blended contact centre solutions are replacing siloed outbound contact centres

The traditional contact centre model is at a crossroads, facing challenges that demand innovative solutions.…

Sandra Haworth

AI virtual agents: Your customer service cost-cutting companions Blog

15 September 2023

AI virtual agents: Your customer service cost-cutting companions

In today’s business landscape, every penny counts, and one of the most substantial expenses for…

Sandra Haworth

Conversational IVR: Your customer service swiss army knife Blog

15 September 2023

Conversational IVR: Your customer service swiss army knife

In recent years, contact centres have witnessed an unprecedented surge in inbound call volumes. This…

Sandra Haworth

What is the benefit of AI-conversation analytics in the contact centre Blog

11 September 2023

What is the benefit of AI-conversation analytics in the contact centre

Customer expectations are always changing, and these days, staying ahead means more than just meeting…

Sandra Haworth

Retail customer experience trends in 2023: Embracing the revolution Blog

7 September 2023

Retail customer experience trends in 2023: Embracing the revolution

As customer care managers and directors in the retail customer experience space, staying up to…

Sandra Haworth

Social media customer service: Going beyond the ‘Like’ button Blog

6 September 2023

Social media customer service: Going beyond the ‘Like’ button

Social media customer service has exploded. Research shows that around 60% of consumers now use…

Sandra Haworth

Best Practice Contact Centre Management Tips for the Finance Industry Blog

4 September 2023

Best Practice Contact Centre Management Tips for the Finance Industry

In the dynamic realm of the finance industry, achieving customer satisfaction is paramount for reaping…

Sandra Haworth

Why Change is Good – Changing Contact Centre Providers Could Be Key to Improved CX Blog

28 August 2023

Why Change is Good – Changing Contact Centre Providers Could Be Key to Improved CX

Why Change is Good - Changing Contact Centre Providers Could Be Key to Improved CX…

Sandra Haworth

Unlocking the ROI of CX: 2023 Guide Blog

18 August 2023

Unlocking the ROI of CX: 2023 Guide

Unlocking the ROI of CX: 2023 Guide Return on investment (ROI) is a key metric…

Sandra Haworth

Achieving Five-Nines Reliability in Contact Centres: Empowering Seamless Customer Interactions Blog

14 August 2023

Achieving Five-Nines Reliability in Contact Centres: Empowering Seamless Customer Interactions

How Contact Centres Can Make Themselves Data Compliant in the Face of AI In customer-centric…

Sandra Haworth

A Guide to Agent Assist in Contact Centres Blog

8 August 2023

A Guide to Agent Assist in Contact Centres

Positive customer experiences are the cornerstone of a successful business. A significant reason many companies…

Sandra Haworth

How email went from zero to hero for customer service Blog

7 August 2023

How email went from zero to hero for customer service

Email has become an indispensable communication channel for businesses and customers alike. But it wasn't…

Sandra Haworth

Omni-channel Challenges Facing the Retail Industry Blog

31 July 2023

Omni-channel Challenges Facing the Retail Industry

This is a time of unprecedented changes in retail, where shopping experiences now encompass so…

Sandra Haworth

The Future of CX for Housing Associations Blog

24 July 2023

The Future of CX for Housing Associations

In an era where customer experience (CX) is becoming ever more important, housing associations are…

Sandra Haworth