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Customer Service Automation

Customer Service Automation

4 Ways Data Should Transform Contact Centre Performance

By Karen Waters 13 September 2022

Contact centres are data gold mines. Here’s how to make sure you’re harnessing that data’s full potential to optimise customer experience and operational efficiency.

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Customer Service Automation

6 Contact Centre Metrics You Need to Track

By Simon Brennan 7 September 2022

As you adopt a ‘hybrid’ digital-traditional approach to customer service, track these 6 metrics to get a holistic idea of performance – and drive meaningful improvement.

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Customer Service Automation

How to Excel at Customer Service with a Collaborative Contact Centre

By Simon Brennan 23 May 2022

To ensure customer service staff are happy and productive, you need to foster a collaborative approach between digital and offline teams. Here’s how.

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Customer Experience

3 Ways to Reduce Customer Effort

By Karen Waters 16 May 2022

Customer effort is one of the most important measures you can use to understand customer experience performance. Here are 3 easy ways to reduce it.

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Call Deflection

3 Ways Technology Can Take Pressure Off Your Contact Centre

By Rachel Ryan 9 May 2022

Learn 3 ways you can use technology to support contact centre agents and foster a better work environment – while boosting customer satisfaction.

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Customer Service Automation

How Local Government Can Improve Revenue Collection While Supporting Residents

By Mark Harris 14 March 2022

Learn how local governments can use tech to streamline revenue collection while better supporting vulnerable residents and constituents.

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