Monday, September 27, 2021
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Automation will not silence the human voice…

…but it can help agents to connect with customers in a more effective and efficient way. 2020 has been tough. The Coronavirus pandemic has completely...

Speech intelligence for the masses

Why customisation and quality no longer break the bank I like cars and I am certainly not the only one. In this complex world of...

Your customer is unhappy and your staff are frustrated

How conversational intelligence can help everyone to have a more positive experience It could be something small, an issue that has been left to develop...
ServiceMuse - People of our time

People of our time

Michelle Major-Goldsmith looks at how to manage and utilise a multi-generational workforce. Service management people Every time you stand still long enough to look at our...
Service technology convergence

Technology convergence – Joining the dots

Service technology has come a long way, but what is its role in the modern organisation? In the beginning Helpdesk software and contact management software were...
Can AI and chatbots help us to be more human?

Can AI and chatbots help us to be more human?

Why developing technologies such as AI and chatbots are not replacing people with robots, but enabling organisations to evolve, grow and make the most...
Crouching employee, hidden sentiment

Crouching employee, hidden sentiment

The literal meaning of Crouching Tiger, Hidden Dragon, from the Ang Lee film set during the Qing Dynasty and the reign of the Qianlong...

Managing the modern emotional sale

The modern customer is more connected and, in most cases, more informed than ever before. They are more likely to shop around and are...
Wearables and CX

Wearables and CX – wearing your emotions on your sleeve

The increasing amount of data collected from connected devices, both on our person and in our homes, is leading to a wearables and CX...
CRM and CX

X-up your customer relationships with CRM and CX

To gain a real competitive advantage, it is important to understand how your customer feels, not just how they behave Customer Relationship Management (CRM) vendors...