The Customer Experience in 2024 and Beyond
With data driven intelligence for the operator and contact centre. As we start a new year, we often wonder what it will deliver so we can plan to help capture market growth. Afterall, future visioning and foresights are an important part of business planning. Here we look ahead at 2024 and beyond for the customer experience, focused on the operator and contact centre space.
A Guide to Cloud Data Security for Contact Centres
In the modern era, where data is the new gold, ensuring its safety and security, especially in the cloud, is paramount. For business owners and large corporates with cloud contact centres, understanding and implementing robust cloud security measures is not just essential; it’s a business imperative. This guide delves into the intricacies of cloud data security, highlighting key strategies and tools like CASB, cloud controls, and encrypted cloud storage to fortify your cloud cyber security.
Contact Centre Pain Points – Part III: Business-Centred
Voitec’s three-part series ‘Contact Centre Pain Points’ has explored the multitude of ways that businesses can experience pain points and the steps that organisations can take to mitigate them. In Part I we considered pain points that impact customers and lead to lost sales, revenue and reputation. In Part II, we looked at pain points that effect your customer service or contact centre agents, resulting in staff turnover and lost opportunities for professional growth.
Contact Centre Pain Points – Part II: Agent-Centred
Pain points are specific problems within your user journey that can negatively affect the overall experience. Removing or mitigating these pain points can create a seamless interaction that has multiple positive flow on effects for your business. In this series, we are focusing on the most common pain points experienced by customers, by contact centre
Contact Centre Pain Points – Part I: Customers
What are the main call centre pain points, and how can they be solved? Every business will experience pain points, and it’s important that these are identified and mitigated so that your organisation can continue to offer an optimal experience for your customers and employees. In this series, we will explore the most common pain
GPT 4 Chatbots and the Future of Conversational AI
Conversational AI is one of the hottest topics right now. Unless you’ve been living under a rock, you will have heard about OpenAi’s ChatGPT, and how it is revolutionising the way students write essays, and changing the way businesses operate. But the truth is that artificial intelligence has been around for well over a decade.