Welcome to the age of hyperconnectivity. Pew tells us 64% of Americans now own a smartphone. The UK communications regulator OFCOM says people in the UK spend two hours online on their smartphones every day. The latest ONS Internet Access research shows that 76% of adults...
, November 18, 2015
Today’s customers don’t want to spend valuable time on the phone to follow up on a query or dig down through an email trail – they want to be kept up-to-date direct to their pockets via their smartphones wherever they are.
, November 6, 2015
Today’s contact center is far more sophisticated than the call centers of 10 years ago. Customers are now more technically adept, and demand a high degree of service. They are often inclined to go elsewhere if they don’t get it.
, August 21, 2015
Today’s contact centre thrives on speed and efficiency, and efficiency is a product of digitisation. By carefully designing the digital tools available to contact centre agents, companies can have a positive effect customer service metrics.
, June 18, 2015