Covid-19: accelerating the future of customer service
This whitepaper examines the interplay between 4 key Covid-19 call center metrics. Measure them now, and learn how ready you are for increasing your levels of customer self-service.
WHITEPAPER
Get back in the kitchen, Alan: The future of field service
BLOGNo more missed appointments and self-service appliances? Euan Matthews discusses how these might not be so far-fetched in the near future of field service.
Data Talks: proactive retention strategies to reduce telco churn
WHITEPAPERThis whitepaper introduces several thought-provoking considerations for building an effective churn reduction strategy, with a focus on proactivity.
Five ways the US government can leverage AI
BLOGThe global spread of coronavirus has made businesses and governments alike make digital investment decisions in days rather than months. The time is right for the US government to step forward when it comes to investing in AI.
The future, accelerated - 13 post Covid-19 predictions
BLOGGroup CEO, Prof. Mark K. Smith shares his predictions for post-Covid-19
Proactive trumps reactive
BLOGIt's especially important during these times for companies to practice proactive customer engagement. CPO Ian Dunlop shares his personal customer experience amid COVID-19 and offers up some useful tips
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The Install Journey
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Explainable AI
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What did the Romans ever do for us? How the Covid-19 crisis compares to 410AD
Will Covid-19 lead us back to the Dark Ages or bring us into the 'Light Ages'? CEO Prof Mark K. Smith discusses
BLOG
Gartner's #1 – proactive communications
BLOGGartner indicate 'proactive outbound' communications as the #1 digital strategy to deliver both productivity savings and improved customer experience. ContactEngine Inc. CEO Giles Bryan explains why it's the 'how' that really matters:
Proxy measures of COVID-19 infection rates
BLOGHow long does the Covid-19 lockdown have to last? Prof. Mark K. Smith shares his insights.
How the US benefits service is letting down veterans and what it can do to win back favor
BLOGFor a nation that prides itself on having the strongest military on the planet, the satisfaction level for the department of military affairs is extraordinarily low. We look at the root cause and suggest a solution.
Revealed – What is the US’s least satisfying federal department and how can it improve?
BLOGFor the second consecutive year, the ACSI Federal Government Report has shown a steady decline in citizen satisfaction with federal government services. Our latest blog looks closely at how the lowest performing department can improve.
What the federal government can learn about citizen service from its best performing ASCI agencies
BLOGWhile the latest figures on the American Customer Satisfaction Index (ASCI) are down when it comes to federal government services, there are still some great examples of excellent customer experience.
ContactEngine named a winner in 2020 Artificial Intelligence Excellence Awards
NEWSContactEngine picks up another award for its AI technology advancements in Human-Computer Rapport
