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Sovini

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A UK leader in social housing partners with Exponential-e to power exceptional service quality for residents across the country About the Sovini Group...

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AI in the Contact Centre: People, Bots, and the New Customer Experience

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In the space of just a few short years, Artificial Intelligence (AI) has gone from being a somewhat niche field, to front and centre in the public consciousness. With the rise of ChatGPT and similar platforms, there is much speculation about where this technology is heading, and what its impact will be on our personal and professional lives. Indeed, organisations across numerous sectors are already exploring the different ways it can be utilised to reduce costs, optimise efficiency, and improve service quality.

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A steady hand in challenging times - economy proofing the contact centre

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There's no doubt that the current economic environment has led to feelings of instability, in both our personal and professional lives. Consumers are feeling the pinch, and with rising inflation and interest rates, they will have no choice but to curtail their spending. The impact on business is similarly far-reaching. Aside from the economic impact of the reduction in spending, there is the very real situation that both employees and customers will be experiencing stress in their personal lives. As a result, many organisations across the public and private sectors are evaluating how to best maintain their service quality under these difficult circumstances. 

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Poor Customer Service in the Contact Centre… It’s Nothing Personal!

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We've probably all encountered what we consider to be poor customer service through a contact centre, whether it's calling your utilities provider, banking, mortgages, or just everyday online shopping.

There have been many excuses for poor service through the pandemic due to ill-prepared home working solutions. Those should be behind us now, although that's likely the topic of a further blog, as many companies are still leaning on this excuse!

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Management Information in the Contact Centre

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How Actionable Data Drives Sales, Improves Employee Satisfaction, and Enhances the Customer Experience

One of the key components we discuss with organisations when defining their contact centre needs is their data: the data the organisation requires, the data the solution can report on, and the tools available to interpret this data.

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