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  • IFS-mplsystems Announce Enhancements to their Leading AI...

    14th August, 2018

    WARWICK, England –August, 2018 – At a time when customer service organisations struggle to integrate traditional channels like calls and email with digital self-service, IFS-mplsystems announces enhancements to their leading AI & virtual assistance solution – intelligentResponse. Introduced to the market in 2014, intelligentResponse has been further developed to solve such challenges, via its artificial […]

  • Customer Journeys

    Simplifying Customer Journeys for Agents

    7th August, 2018

    Our mission is to make customer service simple for everyone. Customer service in the contact centre doesn’t often equate to customer satisfaction. The sprawl of systems, processing tools and applications means that agents’ time is taken up gathering information rather than resolving issues. This infographic outlines how to transform agent productivity and improve customer satisfaction. […]

  • Omni-Channel Success

    The Foundational Pillars of Omni-Channel Success

    31st July, 2018

    Many organisations want to provide an omni-channel experience, but few are actually doing it well consistently.  If you’re a contact centre leader who’s been challenged with leading the omni-channel charge, you’re probably wondering what it takes to make, or break, a successful program.  More importantly, what are the components necessary for getting it right?  Achieving […]

  • Contact Centre Tool Effectiveness

    Why Agent Engagement Hinges on Contact Centre Tool...

    23rd July, 2018

    If organisations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates a significant connection between an agent’s level of engagement and satisfaction and their ability to provide a positive customer experience. This is something that has a direct correlation with contact centre tool effectiveness. A study […]

  • Customer Experience

    How Disconnected Systems are Destroying the Customer...

    13th July, 2018

    When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX). Research supports that organisations increasingly acknowledge that the CX is an important competitive differentiator and it must be leveraged at all available opportunities. One of the most important places to ensure that people, processes and […]

  • Retail Service Experience

    How to balance people and bots in your retail service...

    3rd July, 2018

    One of the greatest stumbling blocks for organisations within the retail service experience is the transition from an AI-based interaction to live agent assistance. When done poorly, the effects ripple across both the customer and agent experience.  But, when the right balance is achieved, and the two systems work in harmony, both the agent and […]

  • Contact Centre Desktop

    The Contact Centre Desktop Data Mashup

    26th June, 2018

    The True Unified Agent Contact Centre Desktop Call & contact centres today have to make use of multiple software applications, systems and databases to handle customer queries. From ERP to CRM and finance systems, agents need to navigate numerous screens while keeping customers on hold to find all the relevant data. This infographic: The Contact Centre Desktop […]

  • retail customer experience

    Where does AI belong in the retail customer experience?

    20th June, 2018

    Where does AI belong in the retail customer experience? : One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of your self-service offerings.  A common mistake among AI implementations is a lack of review in existing self-service systems and a thoughtful plan to where artificial […]

  • Will AI eliminate humans

    Will AI eliminate humans in the retail contact centre?

    12th June, 2018

    When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders is, “what will happen to humans when AI takes over?” “ Will AI eliminate humans in the contact centre? ” On one side of projections, analysts cite a dismal future for the role of live […]

  • Adding AI

    Adding AI to your Contact Centre Team

    8th June, 2018

    Your customers are more demanding than ever – and they expect service at their convenience. Your customer service function must adapt to avoid losing business – and this is where AI comes in: not to replace your human team, but to support it where it matters most. This infographic outlines the keys stats from only […]

  • AI and Customer Service

    The Emergence of AI within Customer Service

    25th May, 2018

    Artificial intelligence has the potential to transform the contact centre industry. Much of the conversation has centred on chatbots or virtual assistants that respond to text and speech, but this is just one aspect of the wide-ranging, permanent effect that machine learning combined with process automation will have on customer service. Machine learning algorithms learn […]

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    How Employee Experience Drives Customer Experience

    21st May, 2018

    Findings from Engage Focus Groups, IFS-mplsystems, May 2018 Every day, contact centre agents act as brand ambassadors during their hundreds of customer interactions. Yet, many brands still don’t seem to value the people on the front line as critical assets of the customer experience. Last month, a small team of us had the pleasure to […]

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    Future of Customer Service Report 2018 Published in The...

    10th May, 2018

    Future of Customer Service: a special report by Raconteur, published in The Times, delves into key issues which are shaping the customer service industry today and in the not-so-distant future. Bringing together some of the latest industry research and statistics, the report identifies the biggest trends and disruptors impacting customer service in the next 12 months. […]

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    Infographic: How to measure your chatbot’s performance

    23rd April, 2018

    With deployments of chatbots soaring sky high in the mass of AI-powered technology within customer service, it is imperative to know what metrics and KPIs you are looking for. This infographic summarises all the crucial points that you should be aware of. Download full infographic

  • Balance of AI & Agent-Assisted Service

    Finding the Perfect Balance of AI & Agent-Assisted...

    11th April, 2018

    Finding the Perfect Balance of AI & Agent-Assisted Service   While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organisation should take great care to ensure that the use of AI is complementary to their existing customer experience and aligns with both the customer’s and agent’s expectations. For AI […]