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?
4 Jul 2019
Chatbots: the quest for ROI
Equipped with unique personalities, chatbots use speech and playful content to entice with their conversation and instill a sense of comradery with consumers won over by self-service... at least in theory! Today, the time has come to confront promises with reality.
19 Mar 2019
Give your customers what they want
Customer demands have increased exponentially because customers interact more frequently with businesses. They want their interactions to be convenient, timely, efficient, and, above all, tailored to their needs.
12 Mar 2019
Becoming Millennial-Friendly, Exceeding The Customer Experience Expectations Across All Generations
While, companies differ tremendously in both the diversity of customers served and the number and nature of the offerings to market, those who are succeeding in meeting, or exceeding, Millennial expectations have a channel-less approach to engagement and look to deliver excellent conversations in ways that seamlessly traverse the right channels at the right time.
3 Jan 2019
Happy agent, loyal customer
If you want customers to love your brand, your employees must love it too.
21 Dec 2018
How to keep your customer service promises
The phone is still the best way to really connect with your customers.