Blog

The 6 benefits of chatbots for housing associations

Published on: September 12, 2022
Author: Pauline Ashenden - Demand Generation Manager

As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. How can housing associations implement them effectively and what are the advantages?

Why contact centres must focus more in First Contact Resolution

Published on: August 19, 2022
Author: Pauline Ashenden - Demand Generation Manager

Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience.

Creating a framework for digital transformation

Published on: August 05, 2022
Author: Pauline Ashenden - Demand Generation Manager

A lot has been said about the importance of digital transformation in business today, including in customer experience. But many transformations fail to deliver the benefits they promised. In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations...

Automating and digitising CX in financial services

Published on: July 29, 2022
Author: Pauline Ashenden - Demand Generation Manager

Driven by the rise of agile new entrants and the emergence of new digital channels, financial services companies are looking to new technology to digitise and automate customer service. Our latest blog explains how businesses in the sector can address key challenges around security, compliance, personalisation and efficiency to digitise and transform customer service.

Why knowledge management is essential for your contact centre

Published on: July 08, 2022
Author: Pauline Ashenden - Demand Generation Manager

Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. But at the same time, it is also more difficult to manage in terms of complexity and channel range. Our latest blog explains the essential role of knowledge and highlights key requirements for an effective knowledge management strategy.

6 ways of delivering excellent B2B customer service

Published on: July 01, 2022
Author: Pauline Ashenden - Demand Generation Manager

The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues. And while it has many similarities to its B2C cousin, it has its own particular challenges. In our new blog we explain the differences between B2B and B2C customer service, and the best practice you need to drive success.

What’s driving customer facing technology investment in local councils?

Published on: June 15, 2022
Author: Pauline Ashenden - Demand Generation Manager

Digital technology offers local councils enormous potential in how they serve their local communities. Technology can drive greater efficiency and cost savings, deliver better experiences, and help increase citizen engagement.

3 key CX gaps between companies and their customers

Published on: June 10, 2022
Author: Pauline Ashenden - Demand Generation Manager

Understanding the customer is the start point of delivering excellence in customer service. However, research covered in our latest blog identifies three disconnects between companies and their customers...

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