We have been seeing some common CX themes emerge from the current research on how the changes that have impacted CX this year will continue to impact it moving forward. Here's a...
How CX is changing – Trends to look out for in 2022
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Insights to Help You Become a Customer Experience Hero
Using decision trees in customer service
In collaboration with our partners at USU, we recently released a report on "Using Decision Trees in Customer Service" – so we thought we'd summarise some of the key takeaways....
Handy hints to improve your forecasting
Workforce Management, at its core, is a process to manage existing resources most cost-effectively and help plan future resourcing requirements across both skill and number. A...
6 signs that you need to revamp your workforce planning capabilities
Workforce Management is a critical element in managing any contact centre. It ensures the right people are allocated to the right channel at the right time to meet customer...
Chatbots – the helper you can’t do without
Without a doubt, the expansion in self-service and digital channels has been one of the defining factors of the COVID era. Organisations have moved fast to deliver new channels...
Webinar: UX Now: Best Practices for Knowledge Base Writing
We got some great feedback on the webinar during the session – and had quite a few requests to make it available offline so you could rewatch it. In case you don't have time to...
The next generation of chatbots
Our partners, USU, recently released a whitepaper on ‘Next Generation Chatbots’, so we thought we would summarise some of our key takeaways from it for you. However, if you are...
Having the right people transforms your Customer Experience
Increasingly, I’m seeing Contact Centre clients relook at what’s required to meet the changes the industry is facing. With a big part of this involving their internal capability...
Knowledge Management – an essential work from home tool for your agents
Most of the current literature on contact centre trends highlights the move to a work from home environment and it is likely to continue in some form as the world continues to...
Do I need a think-tank or a do-tank?
Google “Customer Experience Consulting” and prepare yourself. 380 million responses! Louis Dupé, one of the founders of Customer Driven was asked how customers should navigate...
The resurgence of the contact centre
There’s nothing quite like a crisis to remind you of what really matters. As we continue to meet with customer experience professionals and get underneath the realities of the...