Category: Customer Service

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

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Chatting

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

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Robotic Hands

Human Touch or Chatbots?

Earlier this year, I had the pleasure of attending an industry roundtable. During the event, several interesting discussions took place focused on chatbots and the human touch, customer service and loyalty, and internal collaboration. Hearing varying perspectives directly from industry leaders proved to be thoroughly insightful and raised many pertinent points regarding the role technology—particularly

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Live Chat

Bringing Humans and AI Together in a Live Chat Environment

How companies can use artificial-intelligence-powered chat bots to bring humans together through live chat software, delivering better outcomes, services and experiences for customers. A hybrid customer service solution—that integrates human customer service agents, AI-powered live chat software and virtual agents—is enabling organisations to connect with their clients in ways that haven’t been possible before. This

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Man sitting at his desk smiling with a headset on his computer

What is Automatic Call Distribution (ACD)?

Automatic Call Distribution (ACD) is an old term. It refers to the mechanism of transferring calls to agents. These days, ACD is called ‘call forwarding’. This mechanism has been improved over time and is now an essential aspect of the customer experience. Instead of just transferring a call to an agent, it’s now about transferring

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