call centre

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Lightico highlights impact of COVID-19 on businesses' new digital requirements

Reveals impact of shutdown on digital lifestyle, consumer expectations and business implications

How to reduce the risk of SIM swap attacks

Simple DIY methods to reduce the risk

Telecoms through the looking glass: bad deals, bad data, bad customer service

Customer journeys need work, with too much focus still being placed on acquisition rather than retention

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

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