‘Omnichannel’ seems to be everywhere right now, and there’s a good reason for that. An omnichannel approach to customer service can greatly benefit a company. But it can also make workforce management harder handle. With the introduction of omnichannel, it’s important to also consider how to organise your operators in…

Let’s talk about artificial intelligence. Firstly, let’s give it a proper definition. The problem with AI is that it’s complicated — it’s a literal science. So, I’m going to try to break it down as simply as possible. For starters, an AI is just a machine that can take data…

When we talk about delivering a great customer service, we tend to always talk about response times. And it’s true that customers expect faster responses than ever. But they also want fast resolutions and shorter wait times. Whilst all those things can be measured individually, average handle time (AHT) captures…

In recent years, no one can deny that digital channels, like social media, are steadily rising in popularity. This time last year, there were 3.028 billion users of social media, a figure which has steadily risen since. And it’s safe to say that these channels are the future of customer…

When businesses talk about providing an amazing customer service, they often cite the need for a “good customer experience”. And, whilst they’re not necessarily wrong, they’re not entirely correct either. In recent years, there’s been a gradual shift away from the need for a great experience in some industries. Customers…

As the world of technology becomes more and more complex, it can become increasingly difficult to keep up with what platforms and channels you need to be providing for your customers. These days, you can’t expect your customers to come to you, regardless of channel. Instead, you have to go…

Over the last few decades, the face of customer service (CS) has changed rapidly. And, most likely, it’s going to continue changing just as quickly. CS has gone from call centres in the 90’s, to the introduction of email, to live chat and social media. And CS is now steadily…

The Landscape For the last few years, the drive to implement robots and automation into customer service (CS) has increased, along with the hype surrounding it. In 2018, it’s very easy to find articles about AI and automation being the future of CS right alongside articles vilifying it as a…

The advent of automation is here; it’s practically all anyone can talk about these days. And, yet, a lot of companies are still slow on the uptake. At the moment, automation is still in its infancy, and it’s still going through some growing pains. So, it’s understandable why quite a…