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September 11, 2023
A Foundation for Exceptional Digital Self-Service Design
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems...
July 25, 2022
Designing Self-Service for Customer Success
Often, organizations design self-service from a cost savings perspective and do not fully consider whether they are improving resolution and...
January 22, 2021
Banking and Customer Loyalty: Understanding the Relationship with Self Service Technology
Customer loyalty for banks means big business. How banks handle their customer service journeys plays a big part in driving...
August 31, 2020
Do you understand the value of resolving a call?
Quantifying call resolutions is a huge advantage for Contact Centers. Our Asia Pacific CEO, Ian Aitchison, recently had an article...
August 21, 2019
Focusing on Service Journeys
The never-ending quest for customer resolution and satisfaction is an issue that affects every industry. It is more prevalent for...
June 20, 2019
The Role of Chatbots Within the Service Journey
In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range...