While the contact centre, being the hub for many transactions, is an increasingly rich source of insight for the whole business, an analytics suite is important for improving performance and efficiency.
It’s not just your customers that are making more demands of you; so are your competitors. You need to get business-wide insight in real-time to keep up. Is your analytics suite up to the task?
What would you do to avoid losing £5.11 billion a year? According to Contact Babel that’s the cost to UK contact centres whose agents spend time navigating between applications during calls.
Consumers now use new communication technologies in their personal lives, but can’t interact with most companies using them. This creates an opportunity for any company looking to gain a leap on its competition in 2019.
As technology continues to transform the ways companies and customers interact with each other, Geoff Land, Managing Director, looks at what contact centre and customer experience professionals will be focusing on in 2019.
To protect market share and profitability from growing threats, Insurance Brokers need to own more of the customer relationship and compete on service rather than price.
In 2011, Gartner predicted that by 2020, 85% of customer interactions would be managed with no human involvement. Was this too bold a forecast? Nick Ray, VP Products, finds out.
Digital transformation is driving customer experience, but many companies are failing to keep up. Geoff Land of Infinity CCS explains why.
Know what you need to invest in to deliver your sales, customer service and CX goals, minimise the costs and stretch the ROI.
Infinity CCS on calculating the ROI of CX technology investments and choosing the right pricing model for your business.