Businesses in the services industry use metrics for two key purposes: informing their strategy to improve the customer experience and assessing the effectiveness of their current operation. According to my knowledge and personal experiences in the call centre and services field – metrics can measure the success of previous strategies that we have implemented to improve…
By now most of us have discovered that Artificial Intelligence (AI) plays a major role in improving daily tasks and getting the job done. However, that is not where it all ends. AI can also be used as a tool for effective and convenient customer experience. Imagine you have a problem with a company’s product,…
Omni-channel services play such an important role in giving customers the best experience and should not be overlooked, especially in the customer services and call centre space. I have personally come to realize the significance of Omni-channels for businesses when I had a challenge with getting a quote from an insurance company. Article by Doug…
Artificial Intelligence (AI) since its implementation throughout businesses including the call centre and customer service industry has made significant changes and has brought a lot of advantages with it. Through AI, we have seen the development of chatbots play an important role in advancing the call centre space in improving customer services and now it’s…
This time of year that’s all I can say…. Its December again… .. All I wanted was to go back home after a not to positive business meeting curl up in bed with pancakes and a book… close the curtains and listen to the rain…… . Tell my team “I will see you all next…
Customers are human beings and it is only natural that human beings have a variety of preferences, and businesses should try to cater and accommodate those different needs for their customers- especially in the customer services space. I have learned that the popularization of the internet has forever changed the way we communicate and how…
In 2019, running a successful organization involves running a digital business to keep up with your competitors and provide quality customer services and experience. Creating a culture for digital transformation allows your company to grow and develop a culture of creating convenience for customers through innovative problem-solving techniques. This requires a work environment that not…
Technology amongst other things is there to improve customer services and make the lives of both the customer and the business better and more convenient. However, what happens if technology in the services space is not utilised efficiently? Article by Janet Souter (Managing Director – SSIS) When businesses understand how to use their technology; it…
This article, unfortunately, is inspired by what most of us have to go through with most businesses; the lack of good customer services because of ‘technical issues’. By technical issues I am not referring to technical issues that cannot be resolved – I am talking about technical issues that can be avoided if technology education…
The word of the moment in Technology is Bots or maybe Artificial Intelligence. If you are not necessarily in the industry you might get confused about what it is all about. Bots are defined as software applications that are programmed to do certain tasks (Cloudflare). Usually these tasks include monotonous and automated tasks. A very…
