Customer service Archives

Blog

12 July 2023

What Generative-Powered AI Can and Can’t Do for Customer Service

There have been some fascinating developments in the world of customer service and contact centres…

Eleanor Morden

Article

5 July 2023

Getting Started with Generative AI In the Contact Centre

This article is featured on CX Today. Generative AI promised to provide the spark…

Eleanor Morden

Blog

27 June 2023

Contact Centres Are Not Ready for Generative AI

Contact centres are the lifeblood of many businesses. They provide an essential service for customers,…

Eleanor Morden

Blog

14 March 2023

Change here for quality customer service

When did you last use the London Underground? For many of us, this involves checking…

Eleanor Morden

Blog

29 June 2021

Teams has won the UCaaS battle – but where does this leave contact centres?

Since the pandemic entered our lives the business uptake in Microsoft Teams has been remarkable.…

Eleanor Morden

Beyond voice – the future of customer services

Blog

29 June 2021

Beyond voice – the future of customer services

In little more than a year, the number of people using Microsoft Teams worldwide doubled…

Eleanor Morden

When it comes to customer engagement: social housing providers don’t know how lucky they are

Blog

18 June 2021

When it comes to customer engagement: social housing providers don’t know how lucky they are

When every agent is busy and there is still a growing queue of tenants waiting…

Eleanor Morden

Knowing the unknown - using familiarity to improve customer service

Blog

24 May 2021

Knowing the unknown – using familiarity to improve customer service

When it comes to customer engagement, housing providers benefit from a relatively informed position compared…

Eleanor Morden

What is native integration in MS teams and why is it important?

Blog

20 May 2021

What is native integration in MS teams and why is it important?

What is native integration and what does it mean? Native integration suggests that functionality that…

Eleanor Morden

Why UC and CC integration is pivotal for contact centres

Blog

3 February 2021

Why UC and CC integration is pivotal for contact centres

Last year the working world was forced to dramatically change the way we work, with…

Eleanor Morden

Customer service

What Generative-Powered AI Can and Can’t Do for Customer Service

Getting Started with Generative AI In the Contact Centre

Contact Centres Are Not Ready for Generative AI

Change here for quality customer service

Teams has won the UCaaS battle – but where does this leave contact centres?

Beyond voice – the future of customer services

Knowing the unknown – using familiarity to improve customer service

What is native integration in MS teams and why is it important?

Why UC and CC integration is pivotal for contact centres

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