Contact Center AI in 2025: Why the Tools Must be Tasked with Solving Real-World Problems
If 2024 was the year of AI hype, surely 2025 is set to be the year of measurable value. The separation of promise from reality, if you will. The pragmatic de...
Simon Wright · 18 Dec 2024
Agentic AI: How to Turn Passive Problem Recognition into Pro-active Resolution
Don’t look now – AI has taken its next giant leap towards further transforming the customer experience. No longer confined to clever language processing and ...
Simon Wright · 17 Dec 2024
Healthcare: How SMS Appointment Reminders Can Heal the Pain of Inefficiency
Healthcare resources are precious. Over-stretched hospitals; over-worked clinicians; every missed patient appointment a frustrating waste of time and money. ...
Simon Wright · 2 Oct 2024
Contact Center: Why Must-Have AI is the Key to Stellar Customer Service
Is your business benefitting from the brilliance of AI? Are your teams feeling the efficiencies? Are your customers feeling better served? No matter what the...
Simon Wright · 1 Oct 2024
Contact Center as a Service: How Voice Authentication Can Enhance the Customer Experience
You want to get your callers through fast, right? After all, a slick and frictionless voice interaction is what all customers crave. However, there’s a kicke...
Simon Wright · 30 Sept 2024
Case Study: Huge Local Authority Dials Up Improved Rent Collection Reboot
More than 320,000 residents, 21,000 properties, and rent arrears to constantly track and chase – no wonder Dudley Council needed a new contact centre solutio...
Simon Wright · 30 Aug 2024
Contact Center: How Being Data-Driven Can Boost Performance
Data is king. When it speaks, it has lots to say. From customer satisfaction to agent productivity, marketing cut-through to sales performance, contact cente...
Simon Wright · 6 Aug 2024
Contact Center: How Feature-Rich Mobile Functionality Enhances Service and Efficiency
Mobility is about more than just convenience. Sure, palm-of-the-hand online accessibility means we can do pretty much anything from pretty much anywhere but,...
Simon Wright · 29 Jul 2024
Contact Center: What is an AI-Powered Bot?
Bots are on the march. No longer just rudimentary Interactive Voice Response (IVR) solutions, AI is turning them into clever speech and messaging attendants ...
Simon Wright · 18 Jul 2024
Conversation Analytics: How to Maximize the Value of Customer Sentiment Data
Delighted or disappointed – surely there is nothing more important than customer satisfaction levels. If the former is the case, you know your teams are gett...
Simon Wright · 10 Jun 2024
Education Sector Focus: How an Omnichannel Contact Center Guarantees Top Marks
In the education sector, old school no longer cuts it. In fact, the ability to communicate in the most modern way possible with school, college, and universi...
Simon Wright · 6 Jun 2024
Omnichannel Contact Center: The Hot Trends of 2024
The way the world communicates is now truly omnichannel – and brands’ delivery of stellar customer service depends on their ability to provide them all. Voic...
Simon Wright · 22 Apr 2024
Knowledge Management Software: How Augmenting AI with Human Resource Enhances Service Delivery
Let’s get things straight from the start: AI is not about to steal our jobs. Point two: the hype is over. AI is now all about practical application in ways t...
Simon Wright · 4 Apr 2024
Interactive Voice Response: How Smart Automation Drives Efficiency and Enhances Customer Service
In the pursuit of efficiency, automation is key. However, ‘faster’ and ‘easier’ are not the only consequences of a well-executed deployment of technological ...
Simon Wright · 28 Mar 2024
Cloud Software: How to Put the Right AI Tools in the Right Hands at the Right Time
From a doctorless medical procedure to automated marketing – what organisation doesn’t want a little bit of AI in its life? However, that’s the point: just h...
Simon Wright · 25 Mar 2024
Contact Center AI: How Targeting Specific Pain Points Delivers All-Round Enhancement
Brace yourself: AI is not a cure-all. No! You don’t say! No surprises there, of course, but organisations and their technology providers would do themselves ...
Simon Wright · 18 Mar 2024
Contact Center: Why WhatsApp is an Essential Tool in an Omnichannel World
It began life as the smart social networking platform that enabled friends and family to connect and chat. Today, WhatsApp is the go-to messaging channel for...
Simon Wright · 5 Mar 2024
Contact Center Software: Why Resellers Can Look Forward to a Year of Opportunity
A new year, a new plan for innovation, growth, and profitability. For contact center Managed Service Providers and solution resellers, 2024 promises to deliv...
Simon Wright · 13 Feb 2024
Contact Center AI: How to Combine Conversational Intelligence with Human Agent Intervention
Customers have become understandably demanding. They want seamless 24/7 interaction via the channel of their choice. They want slick and easy self-service wh...
Simon Wright · 7 Feb 2024
Contact Center AI: How to Take the First Steps
Where is your contact center on its AI journey? Does your website feature a Frequently Asked Questions bot? Does a bot perform rudimentary tasks such as pass...
Simon Wright · 5 Feb 2024
Contact Centre: Predictions for 2024
A new year, a new vision for your contact centre? As 2024 begins, one thing is for certain: putting brilliant customer communication first is likely to pay d...
Simon Wright · 8 Jan 2024
Contact Center: Expert Leaders Share Top Tips on What Really Matters
Voice calling, emailing, messaging, webchat, even via social media: today’s consumers reach out how they want and when they want. For brands, it’s an omnicha...
Simon Wright · 5 Jan 2024
CX Future Trends: Predictions for an AI-Powered 2024
As a new year dawns, CX leaders are gearing up to navigate an evolving landscape - balancing AI advancements with the importance of human interaction. Here, ...
Simon Wright · 4 Jan 2024
Contact Center: How In-Built Workforce Management Tools Drive Enhanced Levels of Service
Remember when the workforce was on site every day? Everyone right there in plain sight; easy to see, easy to talk to, easy to manage? Not anymore. Opinion re...
Simon Wright · 23 Oct 2023
Guided Customer Experience: Why Merging AI with a Human Touch Drives Increased Revenue
Whisper it quietly, but sometimes there’s no substitute for the human touch. In a world where technological advancements continue to drive productivity, grow...
Simon Wright · 4 Oct 2023
Generative Artificial Intelligence: A Guide to Maximizing the Benefits and Avoiding the Pitfalls
Generative Artificial Intelligence is changing the world for the better, right? So, it’s all good. Nothing to worry about. Enterprise organisations should ju...
Simon Wright · 3 Oct 2023
Knowledge Management: Why Generative AI is the Key to Enriching the Customer Experience
You get out of something what you put in, right? Like, effort equals return. In business, it is an adage that seems always to be true. However, there is one ...
Simon Wright · 13 Sept 2023
Contact Centre Technology: Leading Provider MaxContact Announces Accelerated Development of AI-driven Customer Engagement Solutions
New and existing customers of leading engagement technology provider MaxContact are to benefit from a major acceleration in the development of its AI-powered...
Simon Wright · 7 Sept 2023
Contact Center: Why the Right Amount of Communicative AI is Key to Keeping it Real
How far do you go with AI? Does the basic chatbot respond to your current requirements? Will Machine Learning enhance your customer experience? Or are you re...
Simon Wright · 30 Aug 2023
CCaaS: Turning the Conundrum of Consumer Duty Act Compliance into an Enhanced CX Opportunity
In the financial services sector, compliance is king. Adherence to the myriad rules and regulations is, of course, non-negotiable: sanctions, fines and reput...
Simon Wright · 29 Aug 2023
CCaaS: How to Build a Modern Contact Center Fit for the New Age
In business, customer communication is about as important as it gets. Regardless of size or vertical, organisations must provide a slick and satisfying exper...
Simon Wright · 24 Aug 2023
Contact Center: Why it Pays to Offer Customers the Ultimate in Communicative Choice
Fast, frictionless, fruitful: the three most critical components of any customer engagement. For enterprises keen to deliver on all fronts, the challenges ar...
Simon Wright · 1 Aug 2023
Maximize the Potential of AI with a Customer-First CX Approach
Tom Martin, CEO of Glance, introduces how businesses can extract more value from customer experience AI technologies.
Simon Wright · 20 Jul 2023
Connected Knowledge: How to Turn Siloed Information into a Valuable Single Source of the Truth
They say knowledge is power. Well, in business, it’s certainly true that the more you know, the more able you are to capitalize on your opportunities. Howeve...
Simon Wright · 13 Jul 2023
CCaaS: How an Expert Partner Can Help Tame the Fear of Cloud-Powered Transformation
Technology can be scary. The complexity, the cost, the pace at which it evolves. For businesses, there is a lot riding on it. Everything from day-to-day oper...
Simon Wright · 4 Jul 2023
CCaaS: Why a High-Quality Communication Experience is at the Heart of Good Government
Connecting with the citizens they serve can be a challenging business for the world’s government agencies . Demand is always high, human resources are often ...
Simon Wright · 22 May 2023
Contact Center: Why Knowledge Management Holds the Key to Cost-Effective Customer Satisfaction
Market-leading brand reputation. Stellar customer service. Low operational costs. The holy trinity, right? But how do businesses tick those three most import...
Simon Wright · 10 May 2023
CCaaS: How Banks are Profiting from Chatbot Smarts
When we talk money, it tends to be a serious business. Rightly so, of course. Much of the world’s banking is now carried out online so there is little room f...
Simon Wright · 4 Apr 2023
CCaaS: How a Grow-As-You-Go Platform Can Help Small Businesses Bloom
In business, size governs the approach to pretty much everything. If enterprises are big, they likely need scale and complexity to either manufacture their p...
Simon Wright · 2 Feb 2023
CCaaS: How Slick Softphone Smarts are Rebooting the Value of Voice
You have to hand it to the phone. No matter what today’s modern omni-channel world gives us, it seems that (in one form or another) it will always have a rol...
Simon Wright · 5 Jan 2023
CCaaS: How a ‘Do Once, Use Often’ Integration API is Future-Proofing the Contact Center
Tab hopping, swivel chairing, screen switching: anyone need definitions? If so, just ask your contact center agents - they will doubtless give you chapter an...
Simon Wright · 2 Dec 2022
CCaaS: The Art (and Science) of Balancing Business Goals and Customer Expectations
Exclusive interview with AWS (Amazon Web Services) on how smart enterprises are satisfying the sophisticated demands of today’s omni-channel consumer - read on CX Today
Simon Wright · 27 Oct 2022
CCaaS: Why the Smartest Contact Centers are a Blend of the ‘Real’ and the ‘Virtual’
Human vs bot – who’s YOUR money on? No, not the outcome of some kind of post-apocalyptic prize fight. This question is all about the here and now. In the dif...
Simon Wright · 10 Oct 2022
Voice Analytics: How Keyword Analysis Delivers Competitive Advantage
Customers rarely lie. If they tell you your product or service is amazing, they usually mean it. If they tell you it’s sub-par, it’s usually true. Stating th...
Simon Wright · 5 Sept 2022
CCaaS: Why Effective Case Management is Critical to Delivering Top Customer Service
Delivering high quality customer service via the contact center calls for collaboration. Here are complex issues that require multiple stakeholders, steps an...
Simon Wright · 1 Aug 2022
CCaaS: How Proactive Outreach is Reimagining Customer Communication
The contact center manager and the marketing manager – they do separate jobs in separate worlds, right? One simply oversees transactional interactions with c...
Simon Wright · 19 Jul 2022
CCaaS: Why the Healthcare Sector is Ripe for the Smart Reseller Treatment
It’s the holy grail – a slick, fast, satisfying customer communication experience that differentiates organisations from their competitors and drives loyalty...
Simon Wright · 8 Jul 2022
CCaaS: Five Features Agents Really Care About
It takes many things to make a happy customer. Of course, the product has to be top quality. But service is right up there too. That’s because today’s custom...
Simon Wright · 4 Jul 2022
CCaaS: How Simplifying Omnichannel Service is Key to Keeping Customers Happy
Human call agents, email, SMS, social media, chatbots, Interactive Voice Response – surely the customer has never had it so good? Modern communication channe...
Simon Wright · 11 May 2022