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
What Is A Customer Service Desk (And How Do They Improve Customer Experience)?
Does your company have a customer service desk? The modern customer service desk is a comprehensive support centre, offering a single point of customer contact for a business. Service desk software incorporates many methods of communicating with customers, storing customer information, and analysing data. For a business to experience success, it is vital that it
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
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
How Do Live Chat Software Applications Work?
Live chat 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. Live chat functionality is convenient and useful for customers, offering
What is Screen Recording Software and How Can it Help me Improve Customer Service?
Screen recording software (sometimes also referred to as screen capture software) records desktop activity. It allows you to film anything that is happening on your screen, so you can complete tasks or navigate websites and generate a recording of your movements. Screen recordings, or screencasts, can be utilised in a variety of ways in a