Contact Centre Counsel
Finding the right time to contact your customers and prospects has been, and continues to be, one of the great challenges in the outbound contact centre. Data Science and Artificial Intelligence (AI) are being applied to inbound contact centres. What about AI in the outbound world? Continue reading “Finding the right time to contact”
Stumbling around YouTube I came across this film from the early days of the call centre and Automatic Call Distributor (ACD) – 1977. Continue reading “The past is a foreign country: they do things differently there”
Skim the contact centre media and you could easily perceive that we are in the artificial intelligence era; machines learn to understand customer wants and needs and your customers are content to receive information as digital messages. Do you need to talk to customers? Continue reading “Outbound contact centres in a digital, self-service world”
Customer Experience is touted as a key differentiator with the experience’ delivered through multiple consumer channels. Barely a month goes by without some new channel being added to the consumer armoury to contact a business. Making it easy to engage superficially enhances CX but if that engagement is a set of silos then a positive experience soon turns sour. Continue reading “CX: A triumph of hope over Customer eXperience?”
I work with exceptional people, but all too often great products have failed to deliver for the target audience and inventor. Disappointment often comes from a failure to clearly express the benefit: Which means that … Continue reading “What are you talking about?”