There’s no overstating the importance of having high-quality contact centres. These centres are often where customers interact with a brand more directly, and their experiences can bring swift consequences: positive experiences can lead to sales and repeat business, while negative ones can turn customers off a brand for good.
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Introducing the Humanify® DEI+ BOT: Get Comfortable with the Uncomfortable
Diversity and inclusivity conversations are no longer taboo workplace topics. Given the social justice events and topics making headlines around the world, avoiding them is no longer an option.
How to Create a Differentiated Customer Service and Customer Experience in the New Normal
In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial differences between them.
Infuse Convenience into Every Shopping Experience
The Covid-19 pandemic dramatically changed consumer behaviour. Many were forced to try e-commerce for the first time as non-essential retailers were all closed by the various lockdowns. As we return to relative normality there will be a stronger focus than ever on the retail industry giving customers what they want - online or in-store.
Open Talent: 3 Takeaways on the Future of the Gig Economy and Crowdsourcing
Society, technology and geography are critical factors that often shape a person's career decisions. 2020 expedited these factors, especially in the open talent economy.
Customer Acquisition vs. Retention: The Perfect Balancing Act
The art of attracting and keeping customers is a balancing act, and the pandemic was an anvil thrown onto the scale. The brands that survived the shift in everyday life knew how to not only bring in new customers, but nourish the relationship with empathy and personalisation.
3 Ways Contact Centres Can Create Kickstart Digital Experiences
The pandemic accelerated digital adoption of messaging, web and cloud at light speed, and in doing so contact centres have been at the front-line of large volumes of people in need for support, comfort and information.
BPA vs. RPA vs. RDA, Oh My! Here are the Differences and Similarities
As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal.
The New Reality of Brexit: 3 CX Challenges to Face
When we last touched base on 31st Dec. 2020, the UK ended its transition period from the EU, closing one chapter of Brexit and opening another.