Category: Customer Service


Contact Centre Pain Points – Part III: Business-Centred

Voitec’s three-part series ‘Contact Centre Pain Points’ has explored the multitude of ways that businesses can experience pain points and the steps that organisations can take to mitigate them. In Part I we considered pain points that impact customers and lead to lost sales, revenue and reputation. In Part II, we looked at pain points

Read More »
woman working in office customer service

Contact Centre Pain Points – Part II: Agent-Centred

Pain points are specific problems within your user journey that can negatively affect the overall experience. Removing or mitigating these pain points can create a seamless interaction that has multiple positive flow on effects for your business. In this series, we are focusing on the most common pain points experienced by customers, by contact centre

Read More »
Customer Calling

Contact Centre Pain Points – Part I: Customers

What are the main call centre pain points, and how can they be solved? Every business will experience pain points, and it’s important that these are identified and mitigated so that your organisation can continue to offer an optimal experience for your customers and employees. In this series, we will explore the most common pain

Read More »
conversational ai

GPT 4 Chatbots and the Future of Conversational AI

Conversational AI is one of the hottest topics right now. Unless you’ve been living under a rock, you will have heard about OpenAi’s ChatGPT, and how it is revolutionising the way students write essays, and changing the way businesses operate. But the truth is that artificial intelligence has been around for well over a decade.

Read More »
artificial intelligence

Why AI Will Transform How Customer Service Teams Work

The customer service experience is being transformed by the use of smart artificially intelligent solutions that enhance the way that customers can interact with organisations. AI, or Artificial Intelligence, uses computers to mimic the problem-solving and decision-making capabilities of the human mind. It can be used to provide fast and effective service to customers, including

Read More »
Customer Service

How The Right Technology Choices Can Help Your Contact Centre

Modern contact centres rely on sophisticated technology to operate at their full potential. Using the right mix of technology to support live agents improves productivity, enhances the customer service experience, provides opportunities to coach and retain talented staff, and ultimately boosts customer loyalty and revenue. There are many types of technology available to businesses looking

Read More »

Features to Look for in Effective Live Chat Software

Live chat software allows businesses to engage with visitors to their website via messaging in real time. It functions as both a method for customers to engage with customer service agents, and as a way for companies to initiate conversations with website visitors to provide support and information. Businesses use live chat software to engage

Read More »