What does ChatGPT mean for the contact centre?
Published on: July 14, 2023
Everyone knows about the abilities of ChatGPT and other generative AI engines – but what does it mean for customer service?
Steve Nattress
Why listening is key to bridging the CX gap
Published on: August 19, 2020
There are two competing approaches to transforming customer experience – central control or delegating it to every team company-wide. Steve Nattress outlines how a hybrid approach can bring the benefits of both...
The impact of knowledge on current customer satisfaction
Published on: May 20, 2020
Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis its importance has deepened even more – we asked consumers about their experience of knowledge in the COVID-19 era and the lessons for businesses…
What will customer self-service look like in 2025?
Published on: April 01, 2020
Self-service is already a key part of delivering the customer experience that today’s consumers expect. How will it develop over the next 5 years due to AI and other innovations?
4 ways to differentiate with superior email customer service
Published on: January 15, 2020
In a multichannel world neglecting email for customer service risks both satisfaction and revenues. How can brands therefore successfully cope with the rising volume of email queries? We outline 4 ways to empower agents to differentiate your service.
Why brand reputation starts with effective listening
Published on: December 04, 2019
Thanks to the internet, consumers are now living in a world of almost infinite choice. Essentially this means brands need to earn (and retain) the trust of consumers if they want to keep them as customers. Here are 4 ways that listening can help drive greater trust and customer loyalty...
Why it is time to check your chat solution is meeting customer needs
Published on: August 21, 2019
Chat is fast becoming a mainstream channel when it comes to customer service. However, while adoption has increased, so have customer expectations – this post outlines 5 features you should look for from your chat solution in order to drive success.
Why Knowledge is power
Published on: June 05, 2019
Today’s consumers demand more from the customer experience than in the past, including asking more detailed questions covering a wider range of issues than ever before. This means effectively managing your knowledge is vital – here are 4 ways you can successfully deliver the right answers to your customers across every channel.
Why collaboration is key to customer service success
Published on: April 17, 2019
In today’s competitive world, keeping customers happy is part of everyone’s job in the organization. But in traditional businesses breaking down silos and encouraging collaboration can be difficult. Here are 4 ways to achieve this.
Why chat is key to successful customer experience for every brand
Published on: October 02, 2018
Online chat has been around for many years, but it’s now becoming a crucial part of every brand’s online customer experience. Customers increasingly expect it and are happy using it – how can brands ensure they are delivering on its potential?