The Covid-19 crisis has put an untold strain on customer service teams. Many contact centres are having to grapple with new forms of remote working, whilst complaint levels are increasing across numerous industries due to a sudden and unexpected halt in operations. A recent study outlines the shift shift in consumer complaints and lists the top 5 complaints during the crisis.
VIEWMany organisations around the world rushed to set up remote customer support teams in response to the COVID-19 lockdown - but while most of these hastily implemented migrations may ultimately have turned out to be less than ideal, they have provided employers with a good opportunity to rethink how they operate.
VIEWWhatsApp messaging platform enjoys a 40% increase in usage, rising to 51% for countries in the late phase of the Coronavirus pandemic
VIEWA new report by GlobalWebIndex highlights changes in consumer behaviour during the coronavirus pandemic
VIEWThe UK government has asked mobile carriers like Vodafone, EE, o2 and Three to send an emergency coronavirus messaging alert today on their behalf.
VIEWWhatsApp is in talks to set up a dedicated NHS chatbot to allow people to access basic information about the coronavirus pandemic, sources with knowledge of the discussions told the Guardian, as the messaging service seeks to shed its growing reputation as a hub for disinformation about the pandemic.
VIEWThe connected, digital economy — and the many players who enable business within and across the ecosystems that support it — is helping enterprises, workers and consumers continue to interact and do business, even as the virus continues to spread. Even if the way we all do business may be different in the short term — and, quite possibly, the long term.
VIEWAI-driven customer communication are commonplace by now, but it hasn’t always been like this. It took a few decades for AI to reach its current capacities. Here we take a look at the histroy of where AI customer conversations came from and what it’s good at right now, and finally take a peek into the future for even more exciting things to come.
VIEWVoice First interfaces such as Alexa and Google Home are being experimented with more and more as people are staying home and looking for more things to do after they have watched everything on Netflix. Studies show Americans are consuming more News/Talk radio during this Covid-19 crisis.
VIEWIn times of crisis people want to reach out to others. So, it is no surprise that there has been a significant rise in messaging over the past number of weeks. Facebook is reporting that messaging use is up by 50%-70% with a sharp rise in the use of WhatsApp messaging in the government and health sectors.
VIEWBusinesses have had to go “instantly remote”. Working from home is now an imperative. No conversations about company policy, whether employees liked it or not, it is just the simple issue of just being able to continue operating.
VIEWWebio's Mark Oppermann talks with Smocialite's Phil Stubbs about helping others in this challenging time and discusses what we could and should be doing for customers, agents and the business.
VIEWIn this post we will share some of the things Webio has introduced to make the transition to remote working easier. Our team are not contact centre agents remote working, but you may find some of the simple ideas may add just as much value as the more complex ones.
VIEWIn these fast moving and uncertain times, many business are facing challenges and in particular contact centres and businesses that have the need to engage with customers and facilitate their regular customer conversations.
VIEWWe’re now ISO 27001 certified, making Webio one of the few platforms in our field to meet the highest internationally recognized security standard. But what does this mean for our clients?
VIEWWe are now living in a digital world and adopting a digital approach to debt collection and engaging with customers via digital conversations is becoming more and more mainstream. Yes, there are companies that are somewhat reluctant to take that step but, the industry is quickly evolving towards digitalisation, automation and AI and here are some things that you need to know:
VIEWOn this 'Conversations Worth Millions' podcast, our very own Paul Sweeney and Mark Oppermann join Roy Murphy to shoot the breeze and discuss everything conversational from AI, automation to how to overcome challenges overcome challenges if you work for a large enterprise.
VIEWVoice First interfaces such as Alexa and Google Home are being experimented with more and more as people are staying home and looking for more things to do after they have watched everything on Netflix. Studies show Americans are consuming more News/Talk radio during this Covid-19 crisis.
VIEWContact centres large and small are being disrupted and forced to switch to agents working remotely. So, what have businesses done to overcome these challenges. Many have added SMS and WhatsApp messaging to ensure that agents can handle more conversations and customers are getting fast and speedy responses.
VIEWIn times of crisis people want to reach out to others. So, it is no surprise that there has been a significant rise in messaging over the past number of weeks. Facebook is reporting that messaging use is up by 50%-70% with a sharp rise in the use of WhatsApp messaging in the government and health sectors.
VIEWIn times of uncertainty especially, having agents available to help customers is critical.and during these uncertain times digital communications really has had an opportunity to shine. Not only for those business that had already added the likes of WhatsApp and SMS to their contact strategy, but also for companies that literally had to go ‘digital’ overnight. This webinar looks at look at what worked and made the transition to agents working from home easier, what didn’t and what learnings can be carried forward into the future.
VIEWIn this ebook, we look at what it means to be innovative in debt collections and how to create engaging customer experiences, the scale of the shift to messengers and just why moving to a conversational customer engagement model is the key to success.
VIEWThe ability to capitalise on all that customer engagement automation has to offer has never been more important - from better management of customer conversations, taking pressure off agents and the business, to ensuring that customers feel confident in the support and service the business can deliver.
VIEWBusinesses have had to go “instantly remote”. Working from home is now an imperative. No conversations about company policy, whether employees liked it or not, it is just the simple issue of just being able to continue operating.
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