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Predictions for 2017 – What lies ahead for the contact centre

With 2017 just around the corner what lies ahead for the contact centre? In this blog we would like to share some of our predictions for 2017. We will see an ongoing march towards self-service – Back in 2011, analyst Gartner predicted that by 2020, customers will manage 85% of their relationship with the enterprise [...]

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How do I predict my customers’ behaviour?

Predicting your customers’ behaviour and and using this information to optimise the customer journey can lead to an excellent customer experience. The following article discusses some of the methods you can use to predict behaviour and how it can be utilised within the customer journey.   Make use of business analytics and business activity monitoring [...]

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What’s Next for Multi-channel Contact Centres?

Q: What is on the horizon for multi-channel contact centres?  A: The debate about whether businesses should adopt a digital by design or digital by default operational model will move up the agenda as organisations simultaneously recognise the benefits and significant cost savings a well-designed digital engagement strategy can deliver. Yet many will continue to grapple with [...]

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