Voice analytics is usually introduced in a Contact Centre environment to improve customer experience. But how does voice analytics improve CX? To answer this, we need to examine four main areas, namely; data mining, routing calls, marketing campaigns and quality...
NPS and the Contact Centre A Contact Centre is where the business meets its customer or potential customers, through a plethora of channels; chat, email, voice, video etc. It is the frontline; a crucial point of contact. Measuring a contact centre’s performance is...
Great organisations are built on robust, well guided, fundamentals. One fundamental trait of great organisations is they place the customer at the centre of their focus, in every move they make. Their strategy takes customer experience (CX) into account at each stage...
We are slowly but surely seeing the launch of 5G commercial services in the US and in South Korea. It is arriving, and fast. The expected fast connection speeds, ultra-low latency, and greater capacity offer huge opportunities for network operators, and great services...
Communication is vital between a brand and its customers. Organisations today recognise communication as a key facet in delivering optimal customer experience. Yes, there is a plethora of technologies in the market that help leverage data for insights. And yes,...
In today’s customer-centric world, an organisation’s success is heavily influenced by its ability to provide a personalised experience. Customer data help shape insights. These insights, when leveraged well, can address specific requirements of customers. Companies...
It is no longer NEWS that SD-WAN is a rapidly expanding technology. I recently read an article which suggests that the SD-WAN market will grow by a compounded 40% between through to 2022. Although there are several business and technology drivers to this growth, one...
Increasing pressure on Contact Centres The question of whether Artificial Intelligence (AI) will drive the future of contact centres depends on three factors: geography, talent, and the nature of the business the organisation is in. Geography itself has a variety of...
Let me be candid. Call centres do not have the best reputation when it comes to customer experience (CX). This is exacerbated by the fact that customer queries, complaints and issues are never the same. Don’t get me wrong, responding to such complaints must remain...
SD-WAN is a popular technology now. And it is more than mere hype. It is being adopted wide and far. At CCNA, we are involved in several SD-WAN projects and the number is growing at a rapid pace. As the SD-WAN market matures, customer requirements are changing. The...
