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
Think Smarter Not Harder: Cognitive Load, Confirmation Bias and Mental Accounting
BLOGIn the third instalment of our behavioural science guide, we highlight the role of cognitive load in the customer journey, as well as discussing the theory behind confirmation bias and bad mental accounting. Read on to learn how managing system 2 correctly can improve your customer journey.
Decisions on Auto Pilot: System 1, Customers and your Business
BLOGIn part two of our five part series, Albert Evans continues his crash course in behavioural science. In this chapter, Albert discusses cognitive process and theory behind decision making, are you, or your customers, making decisions without even thinking? Read on to find out…
Behavioural Science 101: Influence Nudging and Choice Architecture
BLOGThis first of a five-part series, Albert Evans introduces a crash course in behavioural science, starting with the importance of influence. Read on to discover why you should care about influence and 'nudging', and what this means for your customer journey!
ContactEngine awarded ‘Best SaaS Product for Customer Services / CRM’ at 2021 International SaaS Awards
NEWSContactEngine awarded ‘Best SaaS Product for Customer Services / CRM’ at 2021 International SaaS Awards
From bootstrap to acquisition and everything in between
BLOGFollowing ContactEngine's recent acquisition by NICE CXone, founder and CEO Prof. Mark K. Smith shares his entrepreneurial journey, and the key traits that have allowed ContactEngine to flourish into a successful tech business
Watch
ContactEngine awarded ‘Best AI Product in Telecom’ & ‘Best Innovation in NLP’ at CogX Awards 2021
ContactEngine recognised by CogX judging panel in two categories for its Proactive Conversational AI technology
NEWS
Winning the customer in a post-Covid era – 5 things you should care about in your customer experience strategy
BLOGThe evolution of customer service to an increasingly on-demand, self-serve online environment is nothing new, but Covid-19 has accelerated it dramatically. Here are 5 best practices to consider when adapting your own strategy
Proactive and Reactive: Symbiotic sides of the same AI coin
WHITEPAPERWhat's the difference between Chatbots and Proactive Conversational AI? ContactEngine Business Intelligence Manager Hargo Kalra defines and differentiates the commonly confused capabilities
Re-establishing CX beyond Covid
BLOGCovid has changed people’s expectations of the way they interact with each other and with companies, which will only continue to evolve. In this article, we explore what these changes mean for customer journeys, which Covid behaviours may stick and which may turn out to be 2020 anomalies
Proactive engagement: The missing piece in appointment scheduling technology
WHITEPAPERThough we’ve made incredible advances in technology to date, we’re still too often beholden to the mundane everyday tasks that would be better automated. This whitepaper makes the case for proactive AI in automating the everyday consumer tasks such as appointment scheduling.
ContactEngine partners with Vonage to enhance customer experience and international reach
NEWSContactEngine partners with Vonage to streamline the delivery of multi-channel conversations to millions of people across the world
Responsible AI
BLOGWe have a responsibility to use data ethically to serve our customers for their betterment. Here's how ContactEngine does it.
