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Customer Experience in a Contact Centre is Everything

That the customer experience counts is not news to anyone, but it is easy to underestimate just how central to customer retention the experience...

Enhancing the Customer Experience: How Artificial Intelligence is Transforming Contact Centres

AI in Contact Centres delivers valuable insights that can be used to streamline, optimise, and personalise customer journeys to enhance customer...

5 Tips to Transform Your Contact Centre to Deliver Great Customer Experience

 

When a customer contacts a business, it is usually because they are experiencing a problem or have a question they need an answer to....

Web Chat and Messaging in Customer Service

There is no question that digital channels and new technologies are rapidly transforming the customer service industry.

Automation is making it...

How to Use Chatbots to Enhance Customer Experience

The lowest cost of delivery is no longer the best approach to customer service. Today, the focus has shifted towards providing an engaging...

How to Design and Implement a Winning Customer Experience Transformation

In 2019, your customers are people, not numbers.

Driven by growing connectivity and the digital technology enabling it, today’s consumers expect...

3 Lessons in Enhancing Customer Experience from a Leading UK Water Provider

We’re in the midst of the Age of the Customer, when it has never been easier for consumers to research their own options and compare prices.

How a Global Fortune 500 Energy Company Consistently Delivers World-Class Customer Experience

Today's customer wants to be treated like a person, not a number. But delivering seamless customer experience (CX) at scale typically presents a...

What is Digital Transformation?

We now live in a world where our fridges can order food, our wearables can track and analyse our exercise habits, and we can receive updates about...

4 Ways to Optimise Self-Service in a Contact Centre

 

There is a good reason why self-service is popular with Contact Centres; cost. The average salary for a Customer Services agent in the UK is...

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For a step-by-step guide to enhancing the customer experience across your Contact Centres, download our free guide.

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