It’s no secret that smart businesses are prioritising customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and […]
In today’s marketplace, we often expect our innovations to come from the technology sector. This means, when Facebook and Microsoft take a step to introduce artificial intelligence (AI) into human-reliant businesses—including contact centres—those of us in the industry can’t help but pay attention. The artificial intelligence tools in question, commonly referred to as chat bots, […]
As the popularity of cloud computing increases, companies left on the outside are faced with a dilemma. Do you follow suit and join the pack or do you maintain your existing IT structure? It’s a decision not to be taken lightly and one that many companies make with inaccurate or incorrect information. If you are […]
When it comes to increasing satisfaction levels and sales, nothing beats making life easy for customers and releasing their most valuable asset – time. Annica Ronquist, Head of Global Customer Operations and Services at Calabrio explores the options. Look around you, we all lead busy lives where time is of the essence. The evidence is […]