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conversation management

Conversation Management: Why do we need it?

70% of European Customer Experience (CX) Leaders identified Voice of the Customer as a top investment priority for 2016 in a recent IQPC study*.  68% said Customer Insight.  Organisations are clearly eager to listen to what their customers are saying and deliver the personalised service solutions that keep them satisfied and loyal.  But what should those solutions look like? 

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5 ways to simplify your supervisor desktop

In our last blog we discussed how the Agent Desktop can facilitate superb customer experiences – arguing that by creating intuitive and easy-to-use desktops, organisations can eradicate technology silos and manage customer conversations holistically.

However, delivering a successful service operation is about more than just creating the right agent environment.  It’s also about recruiting the right people and then training and motivating them to deliver service excellence.  Plus having efficient business processes, appropriate workflows, effective contact handling technology and a lot more besides. 

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