Complaint Handling in Social Housing
Complaint handling – what is the cost? It’s a real failing in the psyche that people (especially us Brits) are terrible at complaining. Service only improves if we complain when it is poor. It is when people stop complaining we ought to be worried – that is when they have taken their custom elsewhere. So, […]
Damp and Mould Season
Damp and Mould Season – The Count Down Has Begun It might be the middle of the summer, albeit an unseasonally damp one, but your thoughts are probably filled with holidays, getting away, enjoying Wimbledon, the Euros, looking forward to the Olympics, kids clubs and maybe strawberries and cream. But the clock is counting down, […]
AI Customer Service: 10 Strategies to get you started
AI customer service: 10 strategies to get you started Consumers are becoming more familiar with—and dependent on—apps and artificial intelligence (AI) tools to help them in their daily lives. According to The Insight Partners, the intelligent virtual assistant market will explode between now and 2028, growing from just over $7 billion to $47.57 billion in just […]
RingCentral’s Webinar – Advanced Analytics & AI in Customer Service – 1st of May 2024
RingCentral’s Webinar – Advanced Analytics & AI in Customer Service Discover the untapped potential of advanced analytics and AI in this RingCentral webinar Join Confurr and the leading AI-first communications provider, RingCentral, as we delve into: An introduction to RingCentral Valuable insights into what next-generation analytics and AI bring to your operations and leadership How […]
Ask the Expert: What Impact Will AI Have on Contact Centres and Agents?
Ask the Expert: What Impact Will AI Have on Contact Centres and Agents? Nerys’ background and experience in the contact centre industry How do contact centre agents feel about AI? What are the benefits of AI? What practical steps should organisations take when implementing AI? Have you seen any organisations nailing AI in […]
Two Minutes To Understand How To Ensure Reliable Business Communications
Two Minutes To Understand How To Ensure Reliable Business Communications Are cloud guarantees enough? The advantages of a single provider in guaranteeing maximum availability Complete transparency with RingCentral Have you missed the previous episodes? Optimising the customer experience is one of organisations’ key concerns, and they often focus on improving and simplifying operational processes. But […]
Two Minutes To Understand How To Manage Your Communications With Advanced Analytics
Two Minutes To Understand How To Manage Your Communications With Advanced Analytics Which analytics for which purposes? Line of business analytics for management purposes Customised reports for greater efficiency Don’t miss the other episodes! The advent of hybrid working and the increase in the number of communications channels has resulted in companies needing new KPIs […]
Ask the Expert: How Can You Align AX and CX To Solve Queries at First Contact?
Ask the Expert: How Can You Align AX and CX To Solve Queries at First Contact The digital maturity of customers has accelerated… … and customers are increasingly difficult to please Contact centre agents face many challenges Converging CX and AX: the key to delighting agents and customers Rethinking the processes for resolving customer queries […]
Two Minutes To Understand How To Achieve a Quality Customer Experience
Two Minutes To Understand How To Achieve a Quality Customer Experience Improving first contact resolution rate Improving the agent experience, too Integrating the collaborative contact centre Don’t miss the other episodes! As organisations focus on developing a customer-centric culture, they’re increasingly dedicating more services to improve customer experience. More and more employees are involved in the […]
Two Minutes To Understand How Unified Communications and AI Support Hybrid Work
Two Minutes To Understand How Unified Communications and AI Support Hybrid Work Employees are in favour of hybrid working. Cloud technology helps organisations overcome challenges The specific benefits of AI Optimising the experience of customers and employees Don’t miss the next episodes! Many companies have introduced new working models to respond to the expectations […]