How conversational AI make life easier for employees
A lot has been written in recent times about how technology is reinventing customer experience…
Browse by:
The generative AI challenge for contact centres
About two decades ago I had a front-row seat for the birth of a cutting-edge technology that was…
Conversational AI - build vs buy
The past few years has seen a significant shift in expectations for customers when reaching out to…
How to adopt AI into contact centres without damaging CX
There is a lot to like about using artificial intelligence (AI) to bolster customer experience.…
Contact centre vs call centre: what's the difference?
It is understandable that the average person often uses the words ‘contact centre’ and ‘call…
Why ‘know your customer’ provisions are essential in the telecommunications industry
In a world where digital adoption is unfolding at a furious pace and consumers are shifting to…
Current state of the contact centre
The world has never moved faster, particularly when it comes to the business environment. In the…
Customer identification in contact centres
Here’s the scenario. You phone up to a customer service help desk and are greeted by an automatic…
How AI is changing the chatbot conversation
Few technologies have revolutionised the customer service space in recent years quite like…
Difference between omnichannel vs multichannel in contact centres
Almost a decade ago, Google released research that reinforced just how quickly people were adapting…