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A Sea Change for Contact Centres
In a fast moving and dynamic market Contact Centre solutions and how to sell them are being impacted by an array of factors that include Digital Transformation, social media and artificial...
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Contact Centres are being Digitally Transformed
Three Questions: How significant is the role of the contact centre within a Digital Transformation (DX), what do vendors understand by the term ‘Omni-Channel’ and how important is this in the overall...
View ArticleKeeping Service Consistent
With Customer Service Excellence (CX) being touted as the new sales and marketing department and any business wanting to be taken seriously needing to make a big song and dance about their own...
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WebRTC Disruption
WebRTC is not a new concept to the world, collectively as a market we have been speaking about it for over five years now. However, it hasn’t really taken off in any meaningful way after it promised so...
View ArticleProviding Customer Service Excellence
Comms Business Magazine talks to contact centre suppliers about the roles of customer services excellence and how it fits in to the overall digital transformation journeys being undertaken today....
View ArticleCX and contact centres: what will change in 2019?
In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres would be keyboards – or chatbots controlling the customer experience (CX). However, this...
View ArticleThe Chatbot Challenge
Given that Gartner is expecting businesses to be capturing 85% of customer contact using artificial intelligence (AI) by 2020, it is reasonable to think that we should be clicking on that chatbot with...
View ArticleOmni-Channel: the gateway drug to AI
Content Guru has had a blistering three years of 30 per cent year-on-year growth and a headcount which has grown 42 per cent, just last year, to nearly 300. Martin Taylor, CEO, spoke to Comms Business...
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AI and the Contact Centre
The Contact Centre is going through a huge transformation right now as consumer demands and expectations on how they interact with businesses have never been higher. In this feature we take a look at...
View ArticleMerging technology – UC & CC
The Contact Centre is starting to see the world of Unified Communications creep into the technology stack as companies look for ways to improve Customer Experience and differentiate themselves. Comms...
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