Not every conversation is a ticket.
Many traditional customer support tools want to class every interaction with the customer into a ticket. Customer rings to ask about a product? It’s a ticket. They ring to ask about an order update? Ticket. Every interaction – always a ticket. Not every conversation is a ticket.
Why is your price hidden?
We’ve probably all been there – we see a product or service, we like what we see and we click that link that says Pricing expecting to see, you know, the price.
Communication AI expands functionality
The year has only just started and QContact has already begun releasing new features into the platform. We have launched several new key features for our Communication AI (CAI) product;
AI is hungry for data – does your contact centre have the data?
AI is hungry for data – does your contact centre have the data? There’s an age-old phrase – the more you know, the better you do. This is acutely important for Artificial Intelligence. The more data it has, the better decisions it is better to take, and the better experience for not just the managers, but the agents and customers too.
Top 2023 Channels Revealed – the year in review:
We live in a fast-paced digital world and the landscape of customer interaction channels is continually evolving. At QContact, we closely monitor these trends to understand how different communication platforms are shaping the way businesses and customers connect. Here’s the top 2023 channels revealed.
What is the future of AI in the contact centre going into 2024?
I think it’s safe to say 2023 will go down in the history books as a significant year in the evolution of AI. Microsoft’s significant investment into OpenAI continues to pay dividends with not just the exposure of ChatGPT from their Azure cloud platform, but also with their ChatGPT powered Copilot technology now coming to Office and Windows.
The Role of Emotional Intelligence in Shaping Customer Experiences
Emotional Intelligence (EI) goes beyond traditional cognitive skills, deeply influencing interactions, relationships, and decisions.
But how does EI intersect with business, particularly in customer experiences? Let’s kick things off by looking at the definition of emotional intelligence
Maximising Sales: The power of a multi-staged personalised follow-up strategy.
In the bustling marketplace of today, standing out amid the cacophony of marketing messages is a task akin to finding a single star in a galaxy. With an ever-expanding array of platforms, tools, and technologies at our disposal, reaching potential customers has never been easier.
Overcoming the challenges of implementing omnichannel support in contact centres
In the ever-evolving landscape of customer service, expectations are shifting at an unprecedented pace. Today’s consumers are not just satisfied with good products or services; they demand seamless, efficient, and consistent interactions across all channels. Learn to overcome the challenges of implementing omnichannel support in contact centres.