Insights

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How Can Live Chat Support Improve Your Customer Service?

Live chat support is an instantaneous messaging service that allows businesses to engage with visitors to their website in real time. It can be used to initiate conversations with first-time website visitors, to interact with returning customers, and to support users who may be experiencing problems. Many businesses around the world use live chat to

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female customer service agent working at desk

5 Tips for Choosing the Best Cloud Service Desk Software for Your Business

Are you considering implementing cloud service desk software? There are many benefits to using cloud-based technology for your customer service desk, but it’s important to understand how this software can work best for you. Customer service desks offer a multi-faceted support offering to your customers and clients. They incorporate many methods for communication with customers

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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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cloud contact centres

How CX Cloud Can Maximise Your Contact Centre’s Potential

Agility and the speed to adapt has proven to be a critical business continuity factor over the past year. Cloud adoption – and cloud contact centres – accelerating faster than expected prior to the global COVID-19 pandemic. 2020 has highlighted more than ever the need to have an efficient and effective contact centre for customers

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Artificial Intelligence

Maintaining Balance Between Live Agents and AI in a Cloud Contact Centre

In an increasingly fast-paced world, the expectations of modern consumers are continually evolving. Now more than ever, customers expect almost immediate responses from businesses when they have a question or issue. Recent data gathered by Salesforce reveals that 64% of consumers expect real-time responses, with millennials in particular having an expectation of instant replies. While

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