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Contact centres play a pivotal role in modern business operations, directly linking companies to their customers. The dynamic nature of customer service demands a comprehensive approach that goes beyond agent capabilities. This is where low-code application development comes into play.
Artificial Intelligence (AI) is the easiest way to scale up handling large amounts of complex historical data, fast.
Contact centres are the frontlines of customer service for many organisations, and they play a crucial role in shaping customer experiences. Traditionally, much of the focus in contact centres has been on agent training and performance. While agents are undeniably essential, there’s a growing recognition that cross-functional streamlining of processes and automation can profoundly impact both the customer and employee experience.
Tenant expectations are evolving all the time. Tenants expect to engage online and Clyde Valley wanted to meet that demand by delivering self-service for key transactional services like complaints, enquiries, repairs and payments.
Discover what makes a good or great customer experience (CX) that delights customers with outstanding customer service.
In a bid to make community grants more accessible to its citizens, Newcastle City Council needed a digital-first case management solution that could bridge multiple technologies, automate processes and deliver accurate reporting for compliance.
Watch our 25-minute on demand webinar and learn how University Hospitals Coventry and Warwickshire NHS Trust (UHCW) rapidly implemented our Waiting List Validation solution, achieving immediate tangible benefits
Serving almost a million residents, the Berkshire Emergency Duty Service (EDS) team responds to crisis welfare and safety situations when everyone else has gone home. To support this hardworking team, BFC needed a holistic solution with a person-based view to handle multiple case types with specific workflows.
Economic uncertainty, customer demand and a loss of staff form a potent mix for most organisations — where tech is often seen as the panacea for all customer service woes. Yet in reality, we’re seeing tech buyers regretting their decisions as they seek to deliver a great customer service.