How Will Customer Experience Change Post-Pandemic?
“The written channels will surpass by far the voice ones, also more people will be…
Spending Our Lives Online and What Changes Has It Brought to CX
Ideally brands would have time to prepare for such a drastic change and they would…
Content Has a Significant Impact on Buying Decisions
“If we do not produce contents to be shown during the client’s research phase, we…
Combining High Tech with High Touch As Much As Possible
The key to satisfying your customers is to maximise your digital tools and increase personalisation…
The Future of AI in Contact Centres
We will probably see AI help drive specialisation and advanced staffing models, such as that…
Let Agents Design Their Own Tools
Customer service agents should be involved in designing new tools and technologies, because they know…
Two Points of View on Self-Service
What does it mean for the customers, but also for the organisation? How not to…
Make Sure All Agents Know What to Do at All Times
The time they need to search for relevant information is the time wasted. Do not…
Improve the Partnership with a Customer
What has Ericsson implemented to ensure they can improve the relationships with their customers? What…