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Engagement

Challenge #1: Your agents are swamped with basic questions

Wednesday, 30 October 2019 Contact Center, Engagement, Self-Service

Challenge #1: Your agents are swamped with basic questions
Are your contact center agents getting swamped with repetitive low-value questions — preventing callers with bigger issues from getting through? If so, it's time to take action.

Chatbots - what’s there to be scared of?

Monday, 13 November 2017 Engagement, Omnichannel

Chatbots - what’s there to be scared of?
Fear is a funny thing. Sometimes it can drive us forward to get us out of danger and sometimes it can hold us back, crippling our decision making and preventing creativity and innovation.

Chatbots - what’s there to be scared of?

Wednesday, 31 October 2018 Engagement, Omnichannel

Chatbots - what’s there to be scared of?
Fear is a funny thing. Sometimes it can drive us forward to get us out of danger and sometimes it can hold us back, crippling our decision making and preventing creativity and innovation.

Customer experience: What's holding us back?

Tuesday, 10 April 2018 Engagement

Customer experience: What's holding us back?
Is your contact center delivering a better customer experience than your competitors? If not, then what's the best way to transform your fortunes with a single approach?

Customer power: Who's calling the shots now?

Friday, 25 May 2018 Engagement

Customer power: Who's calling the shots now?
Organizations are waking up to a simple truth: They're not in control any more ... the customer rules. So how can companies succeed in this new world?

Customers – what do they look like?

Friday, 01 June 2018 Engagement

Customers – what do they look like?
What are your characteristics, habits and preferences? Once you’ve listed those you’ve got just one customer profile – your own. Remember you’re a customer too. But, is everyone like you? Disappointed as you may be, it’s unlikely. So how do you get to know the rest?

CX problems? It's not you, it's them!

Monday, 14 May 2018 Engagement

CX problems? It's not you, it's them!
Are customers mysteriously falling out of love with your business — despite your contact Center trying desperately hard to please them? If so, then listen up ... because it's not you, it's them.

Good news - great CX without the disruption

Thursday, 23 August 2018 Engagement

Good news - great CX without the disruption
The nirvana of Omnihannel CX may seem a million miles away, especially if you lack many of the new channels that people expect today. Perhaps your current contact center infrastructure feels dated and you’re worried how you’re going to achieve that differentiation over your competitors.

Help! Have aliens taken over my customers?

Wednesday, 25 April 2018 Engagement

Help! Have aliens taken over my customers?
This year is the 40th anniversary of the classic 1978 sci-fi movie Invasion of the Body Snatchers. And you could be forgiven for half-thinking there's a modern parallel happening in the customer contact arena.

Is the customer right?

Tuesday, 04 July 2017 Engagement

Is the customer right?
In the retail world, it's always tricky to second-guess what customers want — and it's impossible to please everyone, all the time.

Making friends with Chatbots

Tuesday, 30 January 2018 Engagement, Omnichannel

Making friends with Chatbots
It's suggested that we make friends with Chatbots because they never sleep. What else could they do for you?

PODCAST: Chatbots – what’s there to be scared of?

Tuesday, 29 January 2019 Engagement, Omnichannel

PODCAST: Chatbots – what’s there to be scared of?
Listen to the Ross Sampson discuss how Chatbots can bring real value to your contact center.

Secure payments: Why they impact your CX

Tuesday, 09 October 2018 Engagement, PCI DSS Compliance

Secure payments: Why they impact your CX
Today's consumers know far more about their rights than ever before. This could leave contact centers dangerously exposed in the area of secure payments unless they act fast.

Why your website needs Web chat

Tuesday, 20 November 2018 Engagement, Omnichannel

Why your website needs Web chat
The world's retail websites can be divided into two camps those with Web chat, and those who haven't added it ... yet. So why is now the right time to open up a new channel to your customers?

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