Blog

6 steps to more effective conversation management

Conversation Management is a new and powerful concept that provides contact centre agents with the ability to view multiple customer interactions across multiple channels as a single unified conversation thread. We created this easy to understand infographic to take take you through the 6 steps that will help you create a more effective environment to support conversation management in your call centre. 

Facebooktwittergoogle_plusredditpinterestlinkedinmailby feather
Read more
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? 

Facebooktwittergoogle_plusredditpinterestlinkedinmailby feather
Read more

Holistic customer conversation management – Are you ready for it?

A customer tweets that he experienced a complex technical fault. Agent A acknowledges he is looking into it. This exchange leads to a call with Agent B, a text, an automated email and a posting on your company’s Facebook page. Agent C then calls the customer with a potential fix.

Facebooktwittergoogle_plusredditpinterestlinkedinmailby feather
Read more

Holistic Conversation Management – What it really means!

Not only do customers get frustrated when they have to repeat information entered into self-service systems to live agents, they also get highly agitated when having to repeat information when a single customer conversation involves the use of multiple communications channels.=

Facebooktwittergoogle_plusredditpinterestlinkedinmailby feather
Read more