2021: The year of environmental consciousness
The last 12 months have been remarkable for so many reasons – but in amongst the tragedy has also been an acceleration in developments that might just save the planet. Here's why 2021 will be focussed on going green.
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Without batting an AI: Using technology to ease Covid-19 vaccination scheduling
WHITEPAPERThis whitepaper articulates the need for AI in the global fight to vaccinate everyone quickly and efficiently.
When the ContactEngine and Gartner planets align
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The 6 best practices of the most user-friendly government agencies
EBOOKThis practical eBook draws on best practices within government agencies, and shares how they can be applied to the unemployment claims process.
Why US unemployment call centers need to put customer service first
EBOOKProactive communication is the only way to take control of the surging call rates to unemployment claims call centers. This eBook presents a 5 step plan to better serve citizens.
Delineate Customer Effort Index
WHITEPAPERThis Delineate whitepaper dives into the key challenges for brands in customer effort, based on new research covering over 27,000 brand interactions.
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Human-Computer Rapport
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The Install Journey
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Explainable AI
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Why government call centers continue to frustrate citizens
Why, despite well-established metrics, government call center interactions continue to be a source of frustration for citizens.
WHITEPAPER
The novelty is over – How to keep your staff happy working from home in the final stretch
BLOGAs the novelty of homeworking is staring to wear off, here are 6 ways companies on both sides of the Atlantic can do more to keep their employees engaged.
Understanding the lesser known benefits of AI
BLOGUK and US consumers are starting to recognise the benefits that AI can have for their shopping experiences, but as new research shows - there's still much education needed.
2021 guest predictions from experts in AI & innovation
BLOGIn this guest edition blog, some of our favorite AI experts weigh in to tell us what they think the future holds for 2021.
2021 predictions: On the first day of Christmas my true love sent to me...
BLOGIt's that time of year! ContactEngine Group CEO Prof. Mark K. Smith offers up 12 predictions to ring in the New Year...
CSAT & NPS vs. Real-Time Customer Experience Improvement
BLOGCompanies invest in follow-up Customer Satisfaction surveys and produce Net Promotor Scores to understand their performance, but those alone may be too little too late...
Stores of the future: A physical and digital experience
BLOGWith the UK high street closed once more to help prevent the spread of Covid-19, physical stores will need to continue to adapt quickly to the online experience.
