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  • Engage-Focus-Groups-e1526911063365-300x150[1]

    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 […]

  • Business-Woman-in-Coffee-Shop-1-e1525876525621-300x150[1]

    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. […]

  • IFS_mplsystems_Infographic_How-to-measure-your-chatbots-performance-featured-300x150[1]

    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 […]

  • 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 […]

  • Call Centre Helper Top Ten Technology Awards - IFS mplsystems

    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 […]

  • Future-of-connected-field-service-conference-report-featured

    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 […]

  • Darren Roos, CEO, IFS (feature shot)

    Darren Roos Appointed CEO of IFS

    5th March, 2018

    IFS Board of Directors hires proven enterprise software leader Darren Roos to succeed Alastair Sorbie as Chief Executive Officer IFS, the global enterprise applications company, today announces it has hired Darren Roos as the Chief Executive Officer of IFS. The appointment is effective 1 April 2018 and aligns with the retirement of Alastair Sorbie at […]

  • Retail Shopping in the UK – Communication Channels of...

    25th January, 2018

    Communication Channels in the New Age Following a research survey conducted by YouGov, statistics show the most recent in communication channel preferences from retail consumers, especially during the busy time of sale shopping and gift returns. The results highlight that WebChat and other automated and/or self-service channels are on the rise, as customers opt to […]

  • innovative store concepts

    Retail trends to unfold in 2018; innovative store concepts,...

    18th January, 2018

    In 2018 retailers will look to innovative store concepts, blockchain and supply chain transformation Digital is everywhere in retail today. The threat from more agile internet-based companies continues to drive traditional players to try innovative new approaches. Over the next year we will see innovative in-store education centers, more “endless aisles” concepts and blockchain for […]

  • 2018 Service Predictions Reality

    2018 Service Predictions: How to Get There in Reality

    15th January, 2018

    2018 Service Predictions: How to Get There in Reality With an explosive growth in new technologies to gather and use data to optimise service delivery this will be at the heart of driving the service industry in 2018. IoT in combination with digital twins, AI-powered service organisations and equipping users to service their own assets […]

  • 2018 Service Prediction #3: Self-Service Growth by 50% by...

    15th January, 2018

    With an explosive growth in new technologies to gather and use data to optimise service delivery this will be at the heart of driving the service industry in 2018. IoT in combination with digital twins, AI-powered service organisations and equipping users to service their own assets are key trends impacting the service industry, predicts Mark […]

  • 2018 Service Prediction #2: AI-powered service calls to...

    8th January, 2018

    With an explosive growth in new technologies to gather and use data to optimise service delivery this will be at the heart of driving the service industry in 2018. IoT in combination with digital twins, AI-powered service organisations and equipping users to service their own assets are key trends impacting the service industry, predicts Mark […]

  • IoT and Digital Twins to Optimise Service

    2018 Service Prediction #1: IoT and Digital Twins to...

    3rd January, 2018

    IoT and Digital Twins to optimise service and drive the sector toward a data-driven 2018 With an explosive growth in new technologies to gather and use data to optimise service delivery this will be at the heart of driving the service industry in 2018. IoT in combination with digital twins, AI-powered service organisations and equipping […]