Articles

At a contact centre conference recently I heard more than one speaker discuss various “cutting edge” strategies/approaches for handling and maximising value from different types of customer contact. For contact that was deemed “low value” a recommended approach was to...

Even in the age of large scale - and often Machine Learning-driven – voice and data analytics, one of the most common questions in the world of customer service, contact centres and CX is “why are they contacting us?”. Sadly, much of the time the answer is that it’s...