How HomeServe UK worked with Sabio to deploy one of the most advanced conversational AI implementations to support its core claims processes
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Latest news, insight & opinion from CCA
Take your first step towards a digital voice channel. Intent Capture and Analysis (IC&A) uses Google Cloud's Contact Centre AI to uncover reasons for calls into the contact centre. By capturing customers intents and categorising the reasons for calling, y
A message from our CEO ahead of the CCA Leaders' Summit on 1st Dec 2021
Twilio Flex represents a new approach to enterprise cloud software. The Twilio model of the programmable contact center platform allows web developers and partners to build, deploy, and test contact center solutions that fit within existing systems withou
Unlock innovation and boost customer experience ...using APIs as your master key
During the pandemic, Sonos scaled its connected shopping and white-glove customer service to bring joyful sound experiences to millions of people's homes
A couple's first meal together is special. So when a customer was disappointed that a lasagne didn't live up to the romance of the moment, the customer services team at the Co-op pulled out all the stops
Transform interactions into insights that drive proactive improvement
It's the dawn of a new era. Here are the key contact center trends driving change across organizations.
Managing frontline teams is challenging. Help them stay engaged and empower them to deliver great customer experiences with Stella Connect.
How lululemon Builds a More Engaged Service Team
We recently had the privilege of speaking with Shona Goodlad, Head of Customer Service at Sky Business, about driving service innovation. Sky Business is the B2B division of entertainment outlet Sky TV, focusing on partnerships with hotels, pubs, retail s
Why it's time to look inwards and unlock the potential of your #1 asset
Contact centre advisors have the most monitored, scrutinised and analysed role that exists probably anywhere in the world.
What is the secret to customer loyalty? The answer straight from ~50,000 'horses' mouths' (consumers, that is), per a massive survey conducted by Corporate Executive Board, was: Make it easy to get service. In other words, reduce their effort.
FAQs and legacy 'knowledge management' donâ?Tt cut it anymore
Building top-notch customer care is priority #1.
In the latest in our series looking at the future of outsourcing, Webhelp's Managing Director (Customer Solutions) Mark Guest looks at the growing need for commercial certainty as organisations consider the merits of outsourcing critical operations.
Identified as a partner with the necessary skills, flexibility and experience to help Yodel reach their customer experience (CX) goals, our partnership began in 2015 and focused on Yodel's strategic objective to improve their client/customer relationships
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