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Articles - IFS

2018 autumn survey

2018 Survey Report: What Contact Centres Are Doing Right Now

A graphic of a phone connected to people

Baxi Heating Integrate Communications with IFS

Net Promoter Score (NPS) is becoming less Important

Contact Centre Handling Times Are Increasing

Where Does AI Belong in the Retail Customer Experience?

The Emergence of Artificial Intelligence Within Customer Service

Photos from the Customer Service Summit

Photos from the Customer Services Summit

Conversational Artificial Intelligence in the Contact Centre

Ensuring the ROI of Adding Artificial Intelligence

10 Ideas for Increasing Your Understanding of the Customer

15 Common Broken Processes in Contact Centres

Most Customers Hate Chatbots For This Reason…

How to Avoid Common AI Adoption Mistakes

14 Ideas for Providing a Memorable Customer Experience

Omnichannel Success: What Technology Should I Be Using?

What’s the Real Message About Messaging?

How Disconnected Systems Are Destroying the Customer Experience

Why Should Contact Centres Invest in Artificial Intelligence?

How Can I Monitor Quality Across all Contact Centre Channels?

13 Ways Technology Can Improve Employee Engagement

How Can Technology Prevent Understaffing?

16 Things Your Contact Centre Might Be Getting Wrong

Top 10 Contact Centre Software and Technology 2018

8 Ways to Improve Chatbots and Boost Customer Satisfaction