How to Adapt to Evolving Customer Expectations
Quality customer service is an unambiguous expectation from consumers in the digital age. As experiences with Artificial Intelligence (AI) become more commonplace and expand into business communication portals, expectations on our human counterparts also increases. While nothing will ever beat the personal touch of an expert agent, 2020 has highlighted the need for companies to
Why You Need A Cloud Contact Centre to Future Proof Your Business
In recent years, a growing number of businesses have moved away from traditional, premises-based contact centres in favour of a cloud-based approach. Research shows that 90% of organisations currently use some form of cloud computing in their operations. In addition, in 2019, some 60% of workloads run via the cloud (compared to 45% in 2018).
Features to Look for in Effective Live Chat Software
Live chat software allows businesses to engage with visitors to their website via messaging in real time. It functions as both a method for customers to engage with customer service agents, and as a way for companies to initiate conversations with website visitors to provide support and information. Businesses use live chat software to engage
Eastern Plant Hire Focused on Customer Excellence in Business Continuity Planning
Voitec’s Brad Whyte talks with Thom Chrystiuk at Eastern Plant Hire (EPH) about business continuity, while still focusing on providing ‘the best service on earth’. Formed in 1996, EPH had a vision, to innovate the earthmoving equipment hire industry and to be Australia’s premier plant hire agency. With operations across three of Australia’s largest cities
The Business Case for Moving to a Cloud Based Contact Centre
The adoption of cloud-computing business models is increasing rapidly—the events of 2020 have accelerated its adoption. In fact, according to global data broker McKinsey, cloud-specific spending expected to grow at more than six times the rate of general IT spending through 2020. Increasingly, businesses are coming to realise that they must scale, pivot and become
How to Make the Move to a Cloud Based Contact Centre
Remote contact centres, also known as cloud based contact centres are growing in popularity. Unlike premises-based contact centres, cloud contact centres are a network-based service that enable your business to handle customer interactions through an entirely web-based platform. As customer expectations of businesses evolve and technology adapts to meet these expectations, there is a strong