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.
Choosing the right process optimisation solution
In the contact centre environment, the differences between business process management and robotic process automation may not be immediately apparent, says Wynand Smit, CEO of INOVO.
The assistance revolution is here, as chatbots and voice assistants transform business.
Ways to cut costs in customer service
Three distinct areas can become part of a strategy that achieves those goals: data, time and resources, says CEO of Inovo, Wynand Smit.
Predicting CX success
The customer experience is best when it's up close and personal.