Without a doubt, the expansion in self-service and digital channels has been one of the defining factors of the COVID era. Organisations have moved fast to deliver new channels...
Chatbots – the helper you can’t do without
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Webinar: UX Now: Best Practices for Knowledge Base Writing
We got some great feedback on the webinar during the session – and had quite a few requests to make it available offline so you could rewatch it. In case you don't have time to...
The next generation of chatbots
Our partners, USU, recently released a whitepaper on ‘Next Generation Chatbots’, so we thought we would summarise some of our key takeaways from it for you. However, if you are...
Having the right people transforms your Customer Experience
Increasingly, I’m seeing Contact Centre clients relook at what’s required to meet the changes the industry is facing. With a big part of this involving their internal capability...
Knowledge Management – an essential work from home tool for your agents
Most of the current literature on contact centre trends highlights the move to a work from home environment and it is likely to continue in some form as the world continues to...
Do I need a think-tank or a do-tank?
Google “Customer Experience Consulting” and prepare yourself. 380 million responses! Louis Dupé, one of the founders of Customer Driven was asked how customers should navigate...
The resurgence of the contact centre
There’s nothing quite like a crisis to remind you of what really matters. As we continue to meet with customer experience professionals and get underneath the realities of the...