Category: resources

How AI can dramatically improve Contact Centre CX

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Discover which AI-powered channels can dramatically improve the overall customer experience and NPS

In this webinar, we explain AI / Virtual Agent strategies for increasing deflection rates and dramatically improving first contact resolution. The session is designed for contact center and customer leaders grappling with the complexity of channel choice and optimisation, and how Bots impact the existing landscape.

What you will learn:

* How leveraging AI-powered channels can dramatically improve the overall customer experience and NPS.
* How AI-powered tech can reduce agent-training times and increase conversions.
* How AI can make reporting on agent efficiency a breeze.
* How AI can assist contact centre agents to handle customer contact through any channel with confidence.

Visual IVR – Increase self-service adoption

Posted on | by Áine McInerney

Visual IVR, the self-service enabler

Increase self-service adoption

This webinar will delight you if you’re interested in discovering how to reduce the number of incoming emails to your contact centre agents.

Discover how a leading UK retail brand reduced their emails by 40% by investing in Visual IVR, allowing agents to deal with more complex issues and upsell opportunities.

Visual IVR is a revolutionary self-service tool for enterprise businesses, which makes the best use of self-service content and integrates seamlessly with online customer service channels to:

* Save money by reducing unnecessary inbound customer service enquiries.
* Increase customer satisfaction levels by ensuring the customer gets the answer to the question through the channel they want.
* Increase sales conversion rates by strategically escalating to an agent led conversation when a sales opportunity is detected.
* Drive digital adoption by allowing customers to find everything that they need, instantly online.
* Increase agent efficiency by intelligently structuring and routing emails, greatly increasing AHT and first-time resolution rates.

Multi-channel online customer service for dummies

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Multi-channel Online Customer Service for Dummies

E-book

Deliver more efficient online customer service at every customer touch-point.
A guide for serving customers seamlessly and effectively through all channels

What’s in the book?

Customer service used to be just a phone call away. It still is, of course, but forward-thinking companies are carefully coordinating and integrating customer service activities across multiple channels, including telephone, email, live chat, social media, and online self-service. The key to making it work well is a powerful, well-maintained knowledge-base that’s plugged into every channel.

Download the e-book

Murder on the high street shop floor

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Murder on the dance high street shop floor

Whitepaper

It’s a bloodbath out there. We’ve become blazè about technology. We expect it, we want it and we get frustrated when it doesn’t act the way we want it to. It might have sounded alien ten years ago, but today we communicate anywhere at any time on any device through chatbots, apps and in emojis without having to leave our sofa. We are up to date with the latest news through social media and can order anything in a few clicks using our phones. In fact, in their global Total Retail survey, PwC reports ‘mobile commerce’ to be firmly on the march toward becoming the online shopping tool of choice.

This whitepaper uncovers new channels and technologies to connect to customers, whilst also augmenting the store experience.

Artificial Intelligence – The rise of customer experience

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Artificial Intelligence – The rise of customer experience

Whitepaper

We live in a world filled with too much digital noise. Buzzwords compete to describe the latest trends in technology and ideology of our ‘always online’ planet.

This whitepaper is not intended to be a history lesson in computing, but rather to outline the current state of Artificial Intelligence and its future.

Customer experience for the living

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Customer service for the living

Customers want answers quickly

Remember the old adage: ‘Treat them mean, keep them keen’? It’s actually shocking to think that this is what many businesses do. After they have sold their product or service, their interest fade.

Join us for an apocalyptic insight into why it’s best to not keep customers waiting when they could find the answers themselves.What would customer service look like in a world full of the undead?

We hope you enjoy this clip as much as we did making it.

Virtual Agents for Dummies

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Virtual Agents / AI-powered Chatbots for Dummies

E-book

How can a Virtual Agent align with wider business objectives?

The business case for the Virtual Agent is different to that of a humble, self-service chat-bot. KPIs within customer care usually comprise of reducing complaints, increasing the speed of response, and improving first call resolution.

Virtual Agents can help achieve these objectives and more.

The question is, what kinds of service are ideal for Virtual Agents, and what is better left to people? How smart should Virtual Agents be? What are the advantages, and the potential pitfalls? And, how do Virtual Agents fit into your organization’s overall omni-channel customer-service strategy?

Download the e-book to find out more 

The business case for self-service in the Utility industry

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Digital customer service for utility providers

Business case

Delivering high quality round-the-clock customer service isn’t easy within any industry. As a regulated
industry, figures from Ofgem and Ofwat show that utilities continue to face many challenges when it
comes to customer expectations. Consumers, have become accustomed to a certain level of service
which means they don’t just expect an uninterrupted supply of power, gas, and water, but better
responsiveness whenever they require help. The digital revolution has changed the way most people
interact with businesses. And despite a visible improvement in customer service ambitions, the UK
Customer Satisfaction Index reports that the utility sector still ranks below all others in terms of customer satisfaction.

Live Chat – 5 Killer reasons you are doing it wrong

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The cure for the common call

Whitepaper

There are plenty of new technologies, clever concepts and even trends that could help brands offer better service to customers. But the fundamentals of great service remain the same. We all want to feel recognised, listened to, valued and cared for. However some online customer service channels are more effective and popular than others and if not done right, brands will struggle to deliver on these age-old imperatives.

This white paper highlights online chat as part of an effective multi-channel customer service strategy.