Omni-Channel Archives

Blog

2 November 2023

The Power of Omni-Channel Analytics: Transforming Your Customer Experience

Do you remember the last time you tried to resolve an issue with a business…

Eleanor Morden

Blog

30 October 2023

Best Practice Tips to Improve First Call Resolution (FCR)

When you call a customer service line with a pressing issue, you seek swift assistance,…

Eleanor Morden

Article

26 October 2023

Challenges Facing Public Sector Contact Centres and How to Overcome Them

Published on Contact Centre Monthly It’s no secret that running a public sector contact centre…

Eleanor Morden

Blog

16 October 2023

Crafting the Perfect Customer Service Sandwich: Inbound Contact Centre Best Practices

Making a great sandwich takes skill and the right ingredients. From perfectly ripe tomatoes to…

Eleanor Morden

Blog

4 October 2023

4 Tips to stay ahead in customer engagement with SMS

One of the most effective methods to engage your customers and boost customer engagement is…

Eleanor Morden

Blog

4 October 2023

AI is turning BPO’s into efficiency powerhouses

Embracing digital transformation is no longer an option but a necessity for most businesses. One…

Eleanor Morden

Knowledge Management for Customer Service

Blog

4 October 2023

Knowledge Management: The Secret Sauce to Customer Satisfaction

Delivering exceptional customer service is now a competitive imperative for companies rather than a nice-to-have.…

Eleanor Morden

Article

29 September 2023

How AI can help financial services organisations deliver personalised experiences

This article was featured on World Financial Review. With technological advances accelerating incredibly rapidly, artificial…

Eleanor Morden

AI-Enabled Customer Service Best Practices

Blog

22 September 2023

The Promise and Pitfalls of AI-Enabled Customer Care

Click here to see this post as an infographic. There are both immense potential and…

Eleanor Morden

Blog

21 September 2023

Here’s why blended contact centre solutions are replacing siloed outbound contact centres

The traditional contact centre model is at a crossroads, facing challenges that demand innovative solutions.…

Eleanor Morden

Omni-Channel

The Power of Omni-Channel Analytics: Transforming Your Customer Experience

Best Practice Tips to Improve First Call Resolution (FCR)

Challenges Facing Public Sector Contact Centres and How to Overcome Them

Crafting the Perfect Customer Service Sandwich: Inbound Contact Centre Best Practices

AI is turning BPO’s into efficiency powerhouses

Knowledge Management: The Secret Sauce to Customer Satisfaction

How AI can help financial services organisations deliver personalised experiences

The Promise and Pitfalls of AI-Enabled Customer Care

Here’s why blended contact centre solutions are replacing siloed outbound contact centres

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