Without the right processes in place, and without the ability to identify and understand the data you hold, and allocate it to individual customers, GDPR compliance is going to be very difficult. Discover how technology can help companies maintain compliance time and cost-effectively.
With most companies having invested heavily in customer interaction software and infrastructure over the last decade, there is little appetite or budget for starting over. Fortunately, it is possible to achieve your customer experience goals with your existing technology.
Geoff Land looks at challenges faced by the contact centre/customer service industry over the last 12 months and predictions for 2018.
Today’s global leaders like Uber, Airbnb and Amazon have set a new standard by giving their users seamless buying experiences on their favourite digital devices. Consumers now expect similar kinds of experiences from all the brands with which they interact. How do normal companies keep up?
Nobody is a fan of scripted calls, especially your customers. For the best customer journey, you need an intelligent, dynamic workflow that gives your agents freedom and guides them through transactions quickly. You need to give them a smart SatNav system, not an unresponsive route map.
There are many ways to design great customer experiences, but most of them have one thing in common: efficiency. It is the efficient flow of information from customer to company, and vice versa, that makes for a happy customer.
A recent customer service survey reveals the challenges of improving quality and reducing cost to serve. You don’t have to be Einstein to work out that those two goals appear to be contradictory, but in fact they’re not.
Infinity CCS has moved to newer and bigger premises in Birmingham’s prestigious Brindleyplace.
Infinity’s solutions have strengthened Webhelp’s ability to win business and delivered efficiency gains of 20% in operation.
In June 2007, Apple launched the first iPhone and since then consumers have fully embraced digital. If they want to tweet you from their phone or chat with a live agent before finalising a purchase at 2am, you’d better be able to respond. Unfortunately, this new business reality requires big investments and most companies are under pressure to reduce costs, headcounts and capital spending.