Long Live ChatGPT - The Secretary Has Left the Building
Uncover the contact center applications for ChatGPT, including the possibility to automate post-contact processing.
John Flood · 2 Jun 2023
What Does an Excellent SMS Customer Service Strategy Look Like?
What does an excellent SMS customer service strategy look like? Here’s an exceptional example. Consider the everyday scenario of delivery delays. Everyone ha...
John Flood · 2 Jun 2023
Why Adding a Remote Video Tool Still Makes Sense in Today's Economy
Find out how remote video solutions can deliver ROI by enhancing customer experiences, creating connections, and more.
John Flood · 24 May 2023
Every Journey Needs a Map. Especially When It Comes to the Customer Journey
“A map does not just chart, it unlocks and formulates meaning; it forms bridges between here and there, between disparate ideas that we did not know were pre...
John Flood · 22 May 2023
Great Cars and Great Contact Centres Have A lot in Common
The term 'technology' evokes excitement, wonder and amazement. So much so that "any sufficiently advanced technology is indistinguishable from magic," wrote ...
John Flood · 19 May 2023
Burnout In Contact Centres. There's a Better Way to Work
Agent burnout is reaching record levels, making contact center attrition even more tricky to manage. Here is some helpful advice.
John Flood · 8 May 2023
Economic Uncertainty Spurs New Challenges in UK Debt Collection Agencies
Debt collectors get a bad rap. Consider the fact that collection agencies and financial institutions have been taken to court in recent years over allegation...
John Flood · 4 May 2023
Easing Inflation and Recession Fears from the Contact Center
You'd almost think that Charles Dickens was writing about us in his 1859 novel, “A Tale of Two Cities.” After all, his now famous quote about the uncertainti...
John Flood · 27 Apr 2023
Let's Reduce Truck Emissions
Some people are ahead of their time—people who can see down the road and confidently assert a future reality. President Franklin D. Roosevelt was one such ma...
John Flood · 26 Apr 2023
Compliance Issues In 2023, No Laughing Matter
The penalties and fines are enormous - and eye-popping. Companies that haven’t met privacy and security compliance regulations have paid hundreds of millions...
John Flood · 24 Apr 2023
Digital Workplace Standardization in the Age of the Individual
The Consumer Age is the Me Age. Though we are a collective, when it comes to individual choice in the marketplace, the individual rules. It's me all day, eve...
John Flood · 12 Apr 2023
Thus Spoke ChatGPT
"What the world is today, good and bad, it owes to Gutenberg (inventor of the printing press)," Mark Twain Human beings are famously imprecise about predicti...
John Flood · 17 Mar 2023
The ROI of SMS: What Is Possible?
"The advance of technology is based on making it fit in so that you don't really even notice it, so it's part of everyday life," Bill Gates said. Look around...
John Flood · 27 Feb 2023
Goodbye Plain Old Customer Support Call. Hello In-the-Moment Delight
At the beginning of Dante Alighieri's literary masterpiece, The Divine Comedy, the main character embarks on a journey and soon finds himself lost: "Midway u...
John Flood · 27 Feb 2023
4 SMS Strategies to Drive CX Success in 2023
"The three most important things in retail are location, location, location. The three most important things for our consumer business are technology, techno...
John Flood · 24 Feb 2023
Contact Center Gig Work Is the Future, But It Comes with Risks
The singer and songwriter Moby wrote, "the good thing about working alone is I get a lot done, and I can experiment more. The bad thing is I miss out on the ...
John Flood · 22 Feb 2023
3 Excellent Examples of Businesses Taking Customer Experience to the Next-Level
Recent Adobe research presents a stark reality: 71 percent of customers who lose trust in a company will find another company with which to do business. Cons...
John Flood · 10 Feb 2023
Where Should You Apply Conversational AI?
In the 2000 cult film, "Dude, Where's My Car," two layabout teenage friends wake up one morning, unable to remember where they parked their car after a night...
John Flood · 25 Jan 2023
Where Will Voice Fit Into Future CX Strategies?
In Stanley Kubrick's 1968 film masterpiece, "2001: A Space Odyssey," a crew of five American astronauts embark on a mission to Jupiter. The half-billion-mile...
John Flood · 24 Jan 2023
How to Recession-Proof Your Contact Center
Save costs & avoid project delays by stress testing the customer journey. Get a free one-week assessment & custom demo from Hammer.
John Flood · 20 Jan 2023
How Secure Is Your Contact Center?
With the rise of remote and hybrid work, companies are vulnerable to cyberattacks. Protecting your virtual organization takes creative thinking, a constant evolution, and partnerships in the security space
John Flood · 19 Jan 2023
Supporting Vulnerable Customers Through the Cost-of-Living Crisis
Learn how AI tools and trained vulnerability advocates can help companies identify and support customers in financial difficulties. One phone call can make all the difference!
John Flood · 19 Jan 2023
Composable Customer Experience Is the Future
Charles Darwin wrote: "It is not the strongest of the species that survives . . . It is the one that is the most adaptable to change, that lives within the m...
John Flood · 11 Jan 2023
How Speech Analytics Technology Reveals Customer Sentiment
The 19th-century American author Mark Twain wrote, "A man's character can be learned from the adjectives that he habitually uses in conversation." Twain's fa...
John Flood · 4 Jan 2023
5 Ways to Test Contact Center Efficiency
When golf great Billie Jean King said: "Champions keep playing until they get it right," she could have easily applied that idea to performance testing in th...
John Flood · 14 Dec 2022
How to Make the Green Contact Center a Reality
Consider the following two lines from a poem by the 19th-century British poet Francis Thompson: "That thou canst not stir a flower / Without troubling of a s...
John Flood · 13 Dec 2022
How Is AI Improving Contact Center Security and Compliance?
The airport check-in: you'd rather watch the paint dry. Security checks, anxiety, impatience, and dread. Like sheep, you and a hundred other passengers queue...
John Flood · 8 Dec 2022
Get Started with Customer Journey Orchestration
The 14th-century literary masterpiece, The Divine Comedy, starts with a journey. "Midway upon the journey of our life I found myself within a forest dark, Fo...
John Flood · 8 Dec 2022
A Remarkable Story: The City of Buffalo 311 Contact Center Receives Global Recognition
The former champion soccer player Julie Foudy wrote: "I will forever be fascinated by how people deal with adversity, how people react in moments of crisis, ...
John Flood · 5 Dec 2022
How to Build a Better Voice Bot
When Winston Churchill wrote: "Science should be on tap, not on top," you would have thought he was eerily prescient about Artificial Intelligence (AI) and v...
John Flood · 1 Dec 2022
Empowering Agents with Customer Context
There's nothing quite like having the correct information at the right time - at your fingertips. Like driving on a rainy, foggy night in an unfamiliar city,...
John Flood · 29 Nov 2022
Enhancing Customer Experiences with Data Visualisations
Human beings process visual information at remarkable speed. We've been wired that way from the outset when our earliest ancestors relied on visual cues in t...
John Flood · 25 Nov 2022
How to Combat Rising Customer Impatience
"Of human virtues, patience is most great." That statement has been attributed to Cato the Elder, the first-century B.C. Roman historian. While the statement...
John Flood · 22 Nov 2022
Webex CPaaS Solutions: Accelerating the Journey to Digital
Cloud Communications Platform as a Service (CPaaS) is a technology solution that provides the APIs, software development kits, integrated development environ...
John Flood · 21 Nov 2022
How to Pinpoint CX Journey Failures and Fix Them Fast
When the Beatles sang, "All these places have their moments," the song fused the essence of two profoundly important aspects of human experience: moments and...
John Flood · 18 Nov 2022
5 Contact Center AI Use Cases for 2023
2023 could be the year when AI pivots from a “nice to have” to a necessity for contact centers. Indeed, many operations have reached the point of no return. ...
John Flood · 17 Nov 2022
Can I Record My Customers?
Can I record my customers? Yes, as long as the business follows regulations. Unfortunately, these differ between countries and regions.
John Flood · 16 Nov 2022
What Is a Virtual Agent?
Unpack a definition for a virtual agent, take-up rates for the technology, and its future within the customer experience stack.
John Flood · 16 Nov 2022
AI in The Contact Center: 5 Ways Bots Can Boost Business Performance
In the search for the ultimate customer experience, contact centres are constantly turning to new and disruptive technology. Here's how AI could play its part.
John Flood · 15 Nov 2022
Why Are More Businesses Choosing Five9 for CCaaS?
As the Roman philosopher Seneca once wrote: "Luck is what happens when preparation meets opportunity." Still a well-known adage to this day, it rings particu...
John Flood · 15 Nov 2022
How Conversational Insights Support Better Decision Making in SMBs
When Dr Martin Luther King declared: "We are now faced with the fact that tomorrow is today. We are confronted with the fierce urgency of now," he referred t...
John Flood · 10 Nov 2022
Contact Centers Sit on Mountain of Gold Called Unused Data
What do data and a barking dog have in common? Consider this hypothetical contact center conversation. The agent receives a call. A dog barks in the backgrou...
John Flood · 8 Nov 2022
Why Is Webex Rated as a Leading Intelligent Contact Center?
"If you build it, they will come" is the famous line that originated in the 1989 movie "Field of Dreams" with Kevin Costner. The story itself is about creati...
John Flood · 7 Nov 2022
How Can Salesforce Einstein Artificial Intelligence Help My Business?
Get to grips with the basics of Salesforce Einstein, how it works, its most notable features, and the benefits it brings to businesses.
John Flood · 4 Nov 2022
Improving Mental Health in the Contact Center
If you follow the news these days, the world looks a tad scrambled. The reports seem grimmer and more confusing, and everyone seems caught in a widening net ...
John Flood · 4 Nov 2022
Get Ready for Black Friday: It Is Going to Be HUGE!
Black Friday is nigh, and customers are waiting in the wings, ready to seize the opportunity to secure precious discounts as costs-of-living rise. September’...
John Flood · 3 Nov 2022
Solving the Problems of BYOD
History is replete with significant events that disrupt societies. COVID ranks as one of those. It ushered in bring-your-own-device (BYOD) from an outlier mo...
John Flood · 31 Oct 2022
Migrating to a Native Microsoft Teams Contact Centre: Watch on-Demand
In 2021, Metrigy surveyed 395 companies, across 39 verticals, in 11 countries located in North America. 70 percent of those businesses used Teams. Further re...
John Flood · 28 Oct 2022
What Is Interaction Analytics, and How Does It Work?
Find out how interaction analytics improve call center processes while facilitating better customer experience and brand loyalty.
John Flood · 27 Oct 2022
Turning Contact Centre Agents into Super-Agents
Going from good to great is never easy. But, if an individual has a mix of talent and drive, there’s always a way. Whether striving to reach personal goals o...
John Flood · 25 Oct 2022
What Are Chatbots?
Unpack a chatbot definition, caveats to implementing the technology, and the future of conversational AI in this introductory article.
John Flood · 20 Oct 2022
Knowledge Is Everywhere: Here's How to Manage It
The oft-quoted statement: “Knowledge is power,” is more relevant today than ever. But the challenge is to mobilise it. After all, taking knowledge from vario...
John Flood · 14 Oct 2022