Firms Must Offer Smarter Self-Service in Digital-First World
We’ve seen the pace of digital transformation accelerate dramatically over the past two years, with innovation continuing to gather pace. This shift to digit...
Christine Horton · 7 Mar 2022
AI-Based Automation Delivers Meaningful Insight in New Hybrid World
With hybrid working here to stay, organisations are seeking more day-to-day visibility into how their business operates. And with customer service expectatio...
Christine Horton · 9 Feb 2022
NICE: The Challenges of Digital Channel Management
Covid-19 has accelerated the take-up of digital channels within the call centre – indeed, McKinsey estimates five years’ worth of adoption in the first eight...
Christine Horton · 5 Oct 2021
Hyperautomation Optimising CX in the Contact Centre
The past 18 months have seen a surge in automation adoption across organisations. According to Deloitte research on robotic and intelligent automation, two-t...
Christine Horton · 6 Aug 2021
Unsung Heroes: Attended Automation Enables Service Agents
With a surge in call volumes and complex, emotionally driven, customer requests during Covid-19, attended automation can help provide the right behavioural a...
Christine Horton · 22 Jun 2021
COVID-19: Are Businesses Supporting Vulnerable Customers?
The way in which companies treat their customers during times of upheaval has never been more important , or relevant . Businesses that fail to demonstrate e...
Christine Horton · 30 Apr 2021
Why Today’s Compliance Complexities Demand New Approaches to Communication Technology
For financial services organisations , c ompliance is becoming increasingly complex , and important, by the day. Heightened and stringent global regulations ...
Christine Horton · 25 Mar 2021