Blog: What is WebRTC and How Will It Impact Customer Service?
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CMO Martin Taylor, gives us an insight into WebRTC, how it works and what it means for the future of the contact. WebRTC is the key to creating faster, seamless and more personalized customer experiences.
Blog: Time to get personal
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Insight and personalization will be the hot customer engagement topic in 2016, according to Martin Taylor, Director and cofounder of Content Guru.
Blog: The Personalised Customer Experience: An Insurer’s Balancing Act
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Accenture reported that 80% of us would welcome more personalised offerings from insurance providers, but how willing are we to give insurers our personal data, and where does that willingness stop?
Blog: THE NEW WWW: Whatever, Wherever, Whenever
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Today’s customers are growing increasingly accustomed to accessing the information they want, when they want it, wherever they are. However, the traditional contact center often struggles to meet customer expectations.
Blog: The Digital Future of Insurance: Using Data to Drive Enhanced Customer Journeys
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2018 is the year for insurance companies to adopt a digital-first mindset. PricewaterhouseCooper’s Insurance Top Issues Annual Report has highlighted the need for insurers to understand the end-to-end customer experience, enhance thei
Blog: storm for Insurance
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The Future of Customer Engagement in the Insurance Market
Blog: storm for Housing
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Understand how storm® enables you to access the full spectrum of tenant communications
Blog: Rising Stars at Content Guru
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Read about two recent graduates making waves at Content Guru.
Blog: Online Personalization and Discounting
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How will retailers differentiate themselves in 2016 with regards to customer experience: no company can rest on its laurels, especially not the UK’s Big Four supermarkets.
Blog: IMPLEMENTING AI IN THE CONTACT CENTER: 5 Key Considerations
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AI is set to revolutionize the world of customer engagement. IHS Markit predicts that in 2017 there were already over 4 billion consumer devices with AI-powered digital assistants, set to grow to 7 billion by 2020.
Blog: Giving you the keys: drive your customers’ experiences the way you want
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Supplier communication is a leading differentiator in car rental customer satisfaction. Today, the customer has the power, and the companies that fall behind will be left behind. With the demand for automated contact and self-service
Blog: First Contact Resolution: The Contact Center Metric of 2018
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First Contact Resolution (FCR) is the defining metric of 2018. Customer service needs to be precise and low-effort and adhering to these principles helps to attract and retain customers. By giving customers the correct information...
Blog: Customer Service as a Driver of Growth: Why Satisfaction is Your Organization’s Most Valuable Asset
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Far from profit margin, sales growth, or average purchase value, high-quality customer service has become the most important business metric. Ensuring that you’re operating an efficient, successful contact center is...
Blog: Customer service as a business metric: does your contact center measure up?
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High-quality customer service is becoming the most important business metric – and it starts in the contact center.
Blog: Customer Engagement – The Ten New Rules
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How do we engage customers in the best ways possible without overwhelming or bankrupting our organizations? The Ten New Rules of Customer Engagement.
Blog: Are you meeting your customers’ techspectations?
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Delivering real-time communications across all customer touch points is key for organizations to engage with modern customers.
Blog: AI: How Harnessing Your Data Will Drive Growth
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Data has become one of the most important assets in global business over the past years, with the Economist considering it a more important resource than oil.
Blog: 5 Strategies to Boost Customer Engagement
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Five strategies designed to improve engagement through the delivery of better services.