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23 April 2024

Mastering Omni-channel in 2024: Transforming Contact Centre Experiences

Customer service expectations never stop climbing, making contact centres pivotal battlegrounds. For businesses, embracing omni-channel…

Eleanor Morden

Article

23 April 2024

The Conversational AI Blueprint: A Cautious Approach to Contact Centre Bots

This article was first published on CX Today on 18th April 2024. Standfirst: Unpack a…

Eleanor Morden

Blog

19 April 2024

Contact Centres Must Do More to Support Vulnerable Customers

When you think about a contact centre, you might imagine a bustling room filled with…

Eleanor Morden

Article

19 April 2024

EX & CX – The Key to The Future of Citizen Experience

Citizens' experience with public services greatly influences their views of the government's efficiency and trustworthiness.…

Eleanor Morden

Blog

16 April 2024

Inbound IVR Functionality that Your Contact Centre Needs

More contact centres are experiencing a big uptick in call volume and hold times, with…

Eleanor Morden

Blog

16 April 2024

Why Your Next Customer Service Hero Might Be a Bot (And Why That’s Great!)

The world of contact centres is undergoing a seismic shift, reminiscent of a revolution. It’s…

Eleanor Morden

Blog

11 April 2024

The Benefits of an Integrated CRM in Driving Positive Customer Experiences

Contact centres have long been at the heart of customer service excellence. However, their role…

Eleanor Morden

Blog

10 April 2024

Successful Agent Communication and Collaboration in a Hybrid World

Since the global pandemic, how we work has changed, and the contact centre industry has…

Eleanor Morden

Blog

26 March 2024

AI Text Generators: Boosting Productivity in Contact Centres

Imagine you're a world-class chef, but every time you step into the kitchen, you're forced…

Eleanor Morden

Blog

25 March 2024

Mastering Messaging: 6 Keys to Exceptional Customer Communication

The writing on the wall - messaging is the communication medium of choice for today's…

Eleanor Morden

Mastering Omni-channel in 2024: Transforming Contact Centre Experiences

The Conversational AI Blueprint: A Cautious Approach to Contact Centre Bots

Contact Centres Must Do More to Support Vulnerable Customers

EX & CX – The Key to The Future of Citizen Experience

Inbound IVR Functionality that Your Contact Centre Needs

Why Your Next Customer Service Hero Might Be a Bot (And Why That’s Great!)

The Benefits of an Integrated CRM in Driving Positive Customer Experiences

Successful Agent Communication and Collaboration in a Hybrid World

AI Text Generators: Boosting Productivity in Contact Centres

Mastering Messaging: 6 Keys to Exceptional Customer Communication

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