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 […]
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 […]
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 […]
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 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 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 […]
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 […]
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 […]
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. […]
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
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 […]
Cross-Functional Cooperation is the Key to AI Success
10th April, 2018
Cross-Functional Cooperation is the Key to AI Success When you ask customers what they want from their experiences with your organisation, simplicity and ease top their list. Furthermore, they want to know that they can trust whomever is providing them with service. For those reasons, customers may respond negatively when they realise that a […]
The First Step to Integrating AI in your Customer Experience
6th April, 2018
Integrating AI into your Customer Experience When adding artificial intelligence to your organisation, the best first step is to create a plan for integrating AI and robotics into the omni-channel experience that you’ve already developed. It doesn’t mean that you need to change everything about the customer experience just because you’re implementing new capabilities. In […]
IFS-mplsystems Nominated for the Call Centre Helper...
28th March, 2018
We are delighted to have been shortlisted for the Call Centre Helper Top 10 Technology Awards 2018 for our intelligentContact solution. The Top 10 Technology Awards were founded to recognise the best products on the market and help contact centre managers make informed decisions about the technologies they invest in. The winner is voted for by customers […]
The Future of Connected Field Service: Read our review
20th March, 2018
Leading experts – an industry hungry for connected service – and an ambitious agenda drew in a sizeable audience from field service, contact centres and manufacturing to Walton Hall in Warwickshire on the 8th March. The signs all pointed to a great event. The event centred around a common theme, the struggle many service organisations across […]