Newsletter

Contact centers, customer service and customer experience: news, views and how to's

Inside this issue:

• Will AI Mean Less People and More Profit in the Contact Center?
• Apple Business Chat - A Contact Center Perspective 
• 4 Top Trends for Contact Centers 
• Technology Contact Centers Must Have for 2018 
• The Secret Weapon of Call Centers 
• Complimentary Should Mean Free
• Click-to-Call Driving Great Calls in the Contact Center 
• The Power of Personalisation in Customer Service 
• Drive to $15 - How Minimum Wage Increases Will Impact Businesses & Contact Centers 
• Chat in the Contact Center - an Expert Panel Weighs in - 3 Part Series

Will AI Mean Less People and More Profit in the Contact Center?
Mention Artificial Intelligence (AI) to most people and it conjures up visions of talking robots and Alex - like appliances answering simple questions...

Continue reading here 

Apple Business Chat - A Contact Center Perspective 
A week ago, I wrote about how iOS is slowly turning into an operating system for your life, not your devices, by adding customer service and eCommerce functions into its core OS. In this piece, I’ll provide an overview of how Business Chat works.

Continue reading here 

Four Top Trends for Contact Centers
It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry...

Continue reading here 

Technology Contact Centers Must Have for 2018
Did you feel the shift in 2016? Business innovators heard the jaded cries of unsatisfied customers and poured resources into new technology to help...

Continue reading here 

The Secret Weapon for Call Centers
Regardless of the size of the Call Center(s), you have this in your arsenal. It can be a tool of massive value. Be careful how it gets used. Forecasts of Demand make you more knowledgeable and powerful than others in your organization...

Continue reading here 

Complimentary Should Mean Free
How many processes in your business can, because of human error, cause a moment of misery?

My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne. They were surprised and most appreciative. That is, until the bill came..

Continue reading here 

Click-to-Call Driving Great Calls in the Contact Center
Many companies are reluctant to introduce click-to-call technologies (also known as click-to-agent, click-to-dial, click-to-contact, tap-to-talk etc.) for fear of driving increased costs and complexities to their Contact Center...

Continue reading here 

The Power of Personalisation in Customer Service
The contact centre, by its very nature, is designed to service large volumes of customers in the most efficient and cost-effective way. However, finding the right balance between automation and personalisation can be challenging...

Continue reading here 

Drive to $15 - How Minimum Wage Increases Will Impact Businesses and Contact Centers
As many of you have heard, Illinois,  Ontario  have announced anticipated minimum wage increases to $15/hour...

Continue reading here