21 Jan 2020
Customisation of customer relations in an omnichannel era: a major challenge for companies
Customising customer relations is no longer optional. In a digital world, where conversations with brands begin on one channel, continue on a second, and end on a third, it is a necessity. Are you wondering how to remove the hurdles to personalisation and create customer journeys optimised with context data? The answer is in this post.
14 Jan 2020
How to combat fintech startups with seamless customer experiences
New challengers in the financial industry are winning customers from traditional institutions thanks to their focus on providing seamless customer experiences with new technologies. More established brands can combat them by evolving with customer needs instead of trying to reinvent their solutions.
17 Dec 2019
Why a self-service strategy is a crucial part of your CX success
More and more people want to find resolutions to their queries without talking to a business at all, so customer experience (CX) solutions must evolve to provide the right support at the right times. This puts great emphasis on offering a fantastic self-service solution that is available around the clock.
10 Dec 2019
Are phones a thing of the past for contact centres?
The role of phones in the contact centre is changing thanks to the rise in artificial intelligence (AI) and virtual reality (VR), but does this mean that they are dying out as a method of communication? Let’s explore the importance of thinking like your customers to give them the support they need, when they need it, with or without phones.
3 Dec 2019
Instant messaging: a good opportunity to improve your customer relationship strategy
To create customer paths that are truly multi-channel, brands must be present on all the channels their customers use on a daily basis. Instant messaging, which is increasingly popular in the private sphere, is among these. In a highly connected world, it allows companies, that adopt it as a complementary channel, to enhance both customer and agent experience.
29 Nov 2019
Symmetry of attention: How should you design your agent console?
To maximise client satisfaction, your agent’s primary work tool should be designed in line with the principle of symmetry of attention. The right UX design of a contact centre agent console is the result of design reviews that involve business actors and a good design system.
27 Nov 2019
Symmetry of attention: Why rethink your agent console?
To maximise customer satisfaction, you should start by making sure that your contact centre agents are happy to work there. This principle is called symmetry of attention. It is recommended to apply it to the design of your agent console, the primary work tool of your advisors.
18 Nov 2019
Support, the main differentiator of a good CCaaS solution provider
Nowadays, Contact Centre as a Service (CCaaS) providers must offer high-performance solutions in line with their customers' needs, and above all become true partners, endowed with expertise and an associated service offer, capable of supporting their customers throughout their project. To this end, one shouldn’t neglect the qualitative nor the quantitative aspect of support.
25 Oct 2019
The call centre is dead, long live the hub of conversational interactions
Do you want to start a real conversation between the brand and its customers on the voice channel? To do so, it is recommended to automate customer relations in your contact centre. Using the right technologies to accelerate your automation trajectory makes your brand more available and efficient, resulting in increased customer and agent satisfaction