TelcoNews Australia - Telecommunications news for ICT decision-makers

Rod Lester stories

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Embracing new tools in CX to revolutionise the digital customer journey
Tue, 6th Feb 2024
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big data
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contact centre
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bi
Businesses are advised to combine journey mapping, EQ and AI to enhance their digital customer experience strategies.
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Channel selection: Essential for a successful customer experience strategy
Tue, 29th Aug 2023
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contact centre
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ml
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cx
Today's contact centres are evolving rapidly to meet customer demand for diverse, seamless engagement channels. Here's how.
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Key factors to look for in a Customer Experience Software
Wed, 26th Jul 2023
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contact centre
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cloud services
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cx
Organisations need to continue investing in customer experience (CX) solutions that empower them to deliver frictionless experiences.
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Demystifying GPT solutions: to ChatGPT or not to ChatGPT?
Sun, 16th Jul 2023
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contact centre
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ai
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customer service
Ultimately, the future of contact centres will likely hinge on the successful integration of AI technologies like GPT.
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Prioritising a digital-first customer experience strategy
Wed, 1st Mar 2023
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contact centre
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cx
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martech
The impacts of a digital-first society on contact centres are significant and require a digital-first customer experience strategy.
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Why artificial intelligence is the invisible engine driving contact centre success
Tue, 11th Oct 2022
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big data
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contact centre
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bi
AI emerges as a powerful engine for contact centres, streamlining processes, supporting agents, and delivering better customer experiences.
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How to overcome the digital experience dilemma - NICE
Fri, 8th Jul 2022
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big data
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contact centre
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bi
The global self-service technologies market is rapidly growing as consumer demand intensifies, creating a digital dilemma for businesses.
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Leveraging technology in contact centres to reduce attrition rates
Fri, 27th May 2022
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bi
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big data
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crm
Many organisations worldwide have accelerated DX to better respond to changing market drivers and business environments after the disruption of the pandemic.
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NICE appoints Russell Jones as Head of Channel for ANZ
Tue, 26th Apr 2022
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contact centre
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nice
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support
Nice has expanded its ANZ channel team with the appointment of Ben Eldridge and the promotion of Russell Jones.
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NICE appoints Ben Eldridge & Russell Jones as Head of Channel
Tue, 26th Apr 2022
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contact centre
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support
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customers
Nice expands ANZ channel team, appoints Ben Eldridge to enhance support for partners; Russell Jones to be Head of Channel for ANZ.
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How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
Wed, 9th Mar 2022
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bi
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big data
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crm
Leveraging AI-driven solutions can help contact centres improve customer satisfaction through sentiment analysis and identifying key behaviours.
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How artificial intelligence impacts business transformation
Tue, 26th Oct 2021
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big data
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contact centre
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bi
AI can be a useful tool for improving CX — in terms of how human agents interact with customers, and how customers engage with contact centres.
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Transforming contact centres with a digital-first customer experience strategy
Fri, 24th Sep 2021
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bi
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big data
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crm
Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.
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Best practices for implementing a chatbot or virtual agent
Tue, 6th Jul 2021
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bi
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big data
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crm
Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for ANZ Rod Lester.