3 Ways analytics impacts the bottom line

Too often businesses are unimpressed with the results of implementing a new strategy, wondering why it didn’t achieve the desired impact or return on investment. But how did they come to the decision on where and how to implement the changes? Was it based on what they thought was needed to be chan...
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Things you need to do if you want a career change in 2018

As the festive season approaches, many of us use this as a time to reflect on the past year and what we’ve achieved. Considering that most of us spend the majority of our time at work, our careers play a big part of our personal success measure. If you feel that you’re not quite where you’d li...
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Who calls a contact centre anymore?

In the age of digital transformation, the demand for customer self-service is increasing, and many organizations are focusing on developing their online and social media customer service channels. But is it making customer service more efficient? There’s the assumption that phone calls would be...
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How digital transformation is impacting eating out

Eating out has become part of the modern day culture, and whether it’s fast food or fine dining, the customer experience matters. It’s not enough to have efficient service while enjoying a meal because technology has prompted customers to expect much more. So what role can digital transformation...
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What is the cost of the sound of silence?

In my experience, when contact centres get a bad rep, it’s because customers feel as though they spend an inordinate amount of time waiting. They wait to get through, and then often wait to be connected to the right department; and when they finally get through to the right agent, there are more l...
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The new face of customer service in the energy sector

The energy sector has been a laggard when it comes to customer service and the power of the customer. With a few large players, antiquated systems driving limited data and convoluted processes customers had little influence over the market. But all of this is changing. With new entrants in the indus...
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