Tag: call centre
Why ‘contact us’ is a digital no-no
‘Contact us’ pages are one of the most viewed on enterprise websites, and yet all too often they deliver a poor impression of companies and a bad experience to customers
Forget Brexit, what you need to worry about is Botaggedon
There are great benefits to service providers in deploying bots – but only if they do it wisely.
No-one likes anonymous
Too many companies fail at the first level of personalisation. Here’s why.
Customer confusion is costing service providers dearly
Sometimes it’s not just what you say but how you say it that matters. When you don’t communicate clearly, you not only frustrate customers but drive up the cost of clearing up the confusion
The benefits and perils of deploying AI
While a useful tool, AI is not a panacea for all an organisation’s ills
