Contact centres are seeking technology to support their agents in handling huge increases in customer enquiries. The pandemic accelerated this change, as contact centre agents and managers struggled with new … Read more “AI, Automation and Digital Self-Service in the Contact Centre”
The way customers and companies interact is changing at an incredible rate. Even before COVID-19 hit, consumers were spending less time in face-to-face conversations with businesses and more time online. … Read more “Key Improvements for Modern Contact Centres”
Here is a scenario I’m sure most can relate to and unfortunately is not all too uncommon. You are in need of customer service, you dial into the support number … Read more “How to Improve Customer Experience by Using Video in Your Contact Centre”
The growth of digital technology has triggered a change in our communication preferences. In the contact centre operation, easily accessible new technology is opening doors to incredible opportunities in everything … Read more “How to Build Your Business around Your Customers”
Streamlining your communications can have a huge effect on employee engagement and means you can combine all your communications in one place, making collaboration much more accessible.
Pulse is an easily-overlooked, but really useful, feature of RingCentral’s cloud based contact centre. Don’t worry if the term doesn’t ring a bell – but definitely read on to find … Read more “Pulse for RingCentral Contact Centre”
Customer satisfaction is no longer a nice-to-have concept for modern companies. According to research from PwC, 73% of consumers say that customer care is a crucial consideration when choosing which … Read more “Customer Satisfaction: A Core Metric for Modern Companies”
What is Conversational AI? Conversational AI is a form of artificial intelligence specifically designed to deliver more natural and engaging touchpoints between brands and their customers. The space includes everything … Read more “Conversational AI: Customer Engagement in the Age of Messaging”