The real business opportunity in data
When it comes to customer and contact centre interactions, data is an invaluable asset that can translate insights and analytics into potential and possibility.
Shake it up, CX! In 2022 the trends are all about you
Customer experience, customer engagement, customer, customer, customer – the future of the contact centre pivots around people.
The cloud relationship: It’s complicated
When it comes to the cloud, one size does not fit all, it doesn’t work with just one click, and speed is still very much of the essence.
Customer experience: Get the basics right and the sky is the limit
To measure up to customer expectations, businesses should start with the data they already have and work towards building a solid base before investing in the latest technology.
2021 contact centre trends everybody should be watching
Innovation, transformation, automation – the trends of 2021 are defined by the events of 2020, which made companies take alternative approaches to customer engagement.
Evolution of BI in customer experiences
Disparate. Disrupted. Disorganised. The face of intelligence is changing.
Cloud and the contact centre: Key considerations
The contact centre is one of the primary touchpoints for building client connections, and cloud is a powerful ally in the war for customers.
The practical realities of contact centre trends in 2020
While the potential of innovative contact centre technologies can be tempting, companies must first be certain these will solve business problems.
Knowledge is power in customer service
Enabling contact centre staff to be more efficient and motivated enhances customer experience and helps retain and attract employees.
Shifting to bots in challenging retail environment
Any IT investment should be flexible enough to adapt to dynamic market conditions and the shifting needs of customers, says Wynand Smit, CEO of INOVO.
Pinning down the elusive 'single customer view'
Understanding customers, their preferences and the ways these evolve allows companies to speak directly to them as individuals.