Is your customer service really customer-centric?

23 Aug 2019 5

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.

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Is your customer service really customer-centric?

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Chatbots: one channel among many

25 Jul 2019

5 min

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.

Contact Centre: overcoming the barriers to cloud adoption

23 Jul 2019

5 min

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.

Chatbots: the quest for ROI (Part 2)

11 Jul 2019

5 min

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?

Chatbots: the quest for ROI

4 Jul 2019

3 min

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.

Give your customers what they want

19 Mar 2019

5 min

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.

Becoming Millennial-Friendly, Exceeding The Customer Experience Expectations Across All Generations

12 Mar 2019

10 min

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.

Happy agent, loyal customer

3 Jan 2019

10 min

Happy agent, loyal customer

If you want customers to love your brand, your employees must love it too.

How to keep your customer service promises

21 Dec 2018

5 min

How to keep your customer service promises

The phone is still the best way to really connect with your customers.

Voice-based chatbots – a revolution in customer relations

14 Dec 2018

4 min

Voice-based chatbots – a revolution in customer relations

While phone is still the most important channel for customer service, voice-based chatbots represent the holy grail of customer service automation, enhancing customer experience to the latest digital standards and delivering a rapid return on investment.

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