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...
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...
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?
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
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 – 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...
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...