In the contact centre, the customer journey is everything. Every potential point of interaction must be carefully considered, with systems and processes established to maximise the chances of a fast, satisfactory resolution.
953 Hits
On the morning of 12th September 2024, the UK Health Secretary, Wes Streeting, pinpointed three 'big shifts' that would be required to transform the NHS:
- From hospital to community care
- From analogue to digital
- From treating sickness to preventing it
1880 Hits
Customer service is in the middle of a deeply transformative period. Regular readers of this blog will already be familiar with the role AI has to play in this journey, and the way technologies like machine learning and Natural Language Processing (NLP) are transforming the customer experience.
1000 Hits
Digital transformation continues to pick up pace across the financial sector. However, in spite of the potential benefits on offer, many insurance firms continue to lag behind their peers in terms of their overall digital maturity.
966 Hits
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.
3144 Hits
After several years of serious global upheaval, it is clear that resilience, agility, and the ability to adapt to the unexpected are critical priorities for all organisations – regardless of size or sector. However, this accelerated pace of change has, in many cases, revealed the limitations of existing IT services. With an increasing emphasis on on-demand services and a highly fluid workforce, legacy services and their systems often struggle to support new propositions and customers' evolving needs, which will – in turn – make maintaining a competitive advantage difficult, if not near impossible.
2788 Hits