AI has been a hot topic of conversation for the past 18 months, and the discussions around it continue to evolve. However, determining the best ways to deploy AI in the contact centre and maximise its benefits remains a challenge, even for the most advanced organisations. This research, supported by Route 101, offers a deep dive for every…
At Deepdesk we develop AI technology that is not aimed at replacing people, but to aid them. The focus of our technology is to make jobs less tedious by helping to eliminate repetitive tasks. We are focusing our attention on the contact centre space, where we enable contact centre colleagues working within digital channels (chat, WhatsApp,…
Whether organisations are already outsourcing some or part of their operations or are looking to outsource, there are a series of challenges in searching for the right outsourcing supplier and then managing the ongoing partnership. Below are the findings of the roundtables we conducted at the CCMA’s Contact Centre Outsourcing Summit that we supported. We…
Are perceptions of customer service improving or declining over time? Our annual Voice of the Contact Centre Consumer research report uncovers how customer contact needs, expectations, and behaviours are changing, and how consumers view service providers. This year, we also delve into public perceptions of AI in customer service. As technology advances rapidly, contact centres…
Are you just getting started on Knowledge-Centred Service (KCS®) or do you need to explain it to others in your organisation?
Assess you contact centre’s AI maturity before moving on to the next stage.
The course is designed to help organisations who are still exploring how AI can help their business, and/or those looking to expand their AI capabilities beyond simple FAQ chatbots.
Ventrica has recently forged a partnership with a global fast-food chain to address contact centre challenges and gain deeper insights into consumer feedback.
Download the Research: Using Contact Centre Insights to Elevate Customer and Colleague Experiences and find out how you can turn these insights into action.
Download: To stay ahead of the rapid changes in customer behaviours, cost-of-living concerns, complex post-pandemic resourcing, and global conflict, contact centre