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
23 Sep 2019
Which skills do you need to successfully launch your chatbot?
To design a high-performance chatbot that is able to provide the best possible customer experience, the most important thing is to make sure it is well-supported. By mobilising a wide array of skills and professions, you can ensure that your conversational agent is part of a global journey that nurtures its ability to understand natural language (NLU).
23 Aug 2019
Is your customer service really customer-centric?
In the context of omnichannel CX, where consumers expect a seamless contact experience, companies turn to consumer-centric approaches to put clients back at the heart of customer service. To adopt such approaches, it is necessary to improve customer knowledge to automate the resolution of simple queries and offer personalised paths.
25 Jul 2019
Chatbots: one channel among many
Though the phone channel is still the preferred mode of communication, the chatbot is the future. The conversational agent has become a channel in its own right. To ensure it is integrated in line with your customer relationship strategy, the key is to get the right support.
23 Jul 2019
Contact Centre: overcoming the barriers to cloud adoption
In 2019, the cloud will be a must in all sectors of activity. The evangelisation phase has borne fruit, but a number of obstacles to migration remain. The challenge then becomes to support companies in this major change.
11 Jul 2019
Chatbots: the quest for ROI (Part 2)
Why properly designed chatbots are still a tool of the future to provide the best possible customer experience?