In this article, we note some of the key things that contact centres must do when assessing quality on live chat and email.
This white paper focuses on exploring successful and effective insights into avoiding the most common pitfalls in implementing AI in the contact centre, be that a chatbot, VA, or other automated channels.
This white paper examines the challenges of competing based on customer experience and how enterprises can support and encourage interactions between customers and employees. It presents 8×8’s view of the enterprise engagement management landscape and evaluates the opportunities and challenges.
This report explores the types of experiences that drive customers away, what businesses can do to keep them from leaving, and the impact providing more positive service experiences has on customer relationships.
Organisations claim to offer a great customer journey. But what about the calls that go unanswered? This white paper looks at Rapport – a dashboard solution that captures 100% of all customer engagement attempts and unlocks customer journey insight.