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.
Happy helpers
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.
Mind the gap
Companies must harness competitive behaviour to break down departmental silos, says Wynand Smit, CEO of INOVO.
Craving a human touch
Data humanisation contextualises the data in order to make customer interactions more natural.
A culture of change
The customer experience is a central theme for contact centre trends in 2018.
IOT meets omni-channel in retail
The technology advancements work congruently in the retail environment.
Retail leads the omni-channel push
The immediacy of retail means it's the perfect place to monitor customer experience and introduce improvements.