While contact centres cement their place as a critical frontline between businesses and consumers, their agents have faced extensive stress resulting from the crises which made them the first port of call last year. That included a huge surge in call volumes, plus the fact that increasingly diverse and complex
Contact centres are still under siege, facing higher than usual customer queries throughout the ongoing COVID-19 crisis. However, data shows customers’ satisfaction levels remained relatively stable throughout the pandemic and more problems are being resolved with AI. Zendesk’s latest Benchmark Snapshot data analyses the customer support interactions of more than
Health insurer Bupa has added WhatsApp messaging to its customer service channels, providing consumers with an alternative to waiting on the telephone. The service means customers who are on hold will be given the option to communicate in a secure WhatsApp messaging channel with a real person and enjoy the
In polite and apologetic tones, Australian businesses are pleading with their customers to be patient. Optus is calmly letting web site visitors know it’s committed to keeping you connected, even though its Customer Care Team’s ability to respond is currently impacted. Covid-19 restrictions mean Telstra’s contact centres are operating with
Which-50 and LogMeIn recently surveyed call centre managers and C-Suite executives with responsibility for the customer, asking them to nominate the technologies they believe will be most transformative. AI & machine learning was nominated by more than three quarters of respondents, making it the top pick. We asked Ryan Lester,
Governments and public sector organisations want to reduce delivery risks associated with contact centre services. They should consider migrating their contact centres to the cloud. According to the NEC whitepaper, Cloud Migration and Contact Centres, there are three basic benefits to moving contact centres to the cloud: improved customer experience; managing risk
Many cloud projects commence on the basis of cost — perhaps because the organisation wants to shift spending from capital expenditure to operating expenditure. Or because their analysis suggests they can lower total cost of ownership over time by renting IT services more cost-efficiently than they might otherwise buy them.